Customer Experience Transformation Leader

7 days ago

Taguig, National Capital Region, Philippines beBeeQuality Full time ₱4,000,000 - ₱6,000,000
Job Description

Sutherland is a global leader in driving business and digital transformation, partnering with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

Key Responsibilities:
  • Performance Analysis and Quality Assurance
    • Analyze customer interaction data to identify trends and areas for improvement.
    • Ensure agents adhere to company policies, procedures, and regulatory guidelines.
  • Feedback and Coaching
    • Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
    • Develop training materials and support training programs to improve agent performance.
  • Reporting and Process Improvement
    • Document quality issues and performance metrics for management review.
    • Identify and implement process improvements to enhance efficiency and customer satisfaction.
  • Collaboration
    • Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.
Essential Skills:
  • Strong analytical and problem-solving abilities
  • Excellent communication and interpersonal skills
  • Attention to detail and knowledge of call center quality metrics
  • Proficiency in call center technology and quality management software
Qualifications:
  • Bachelor's degree in Business Administration, Quality Management, or related field
  • Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
  • Proficiency in MS Office applications and quality management software
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
  • Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
  • In-depth knowledge of call center operations, performance metrics, and quality standards
  • Experience in developing and implementing process improvements
  • Understanding of regulatory compliance requirements in customer service
  • Demonstrated leadership skills and ability to work collaboratively in a team environment
  • Ability to multitask and work efficiently in a fast-paced, dynamic environment
  • Strong attention to detail and commitment to maintaining high-quality standards
  • Certifications such as Six Sigma or those focused on quality management are highly advantageous
  • Experience with data analysis tools and reporting software is a plus
Additional Information:

Our most successful candidate will have: six months' experience in process transformation; ability to work in MS Office; ability to work in a fast-paced environment; pro-active ability in developing trust and professional rapport with employees and team members; work as a team-player; strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements; strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

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