Customer Experience Manager

2 weeks ago

Tarlac City, Central Luzon, Philippines beBeeAnalytical Full time ₱2,500,000 - ₱4,500,000

Sutherland, a global leader in business transformation, seeks a diligent and analytical individual to join our team as Quality Analyst. The Quality Analyst is a front-line role responsible for evaluating customer transactions to ensure accurate and consistent information.

The key focus of the Quality Specialist is to evaluate transactions to guarantee the delivery of high-quality customer experience and employee engagement while driving KPI performance. This includes completing all assigned transaction evaluations and attending internal and external calibration sessions.

Responsibilities include:

  • Define Sutherland's reputation by overseeing performance and service quality to ensure customer satisfaction.
  • Establish and maintain communication with clients and team members to strengthen relationships.

To excel in this role, you will require:

  • International voice process experience.
  • Banking and finance knowledge and experience preferred.
  • At least six months of process transformation experience.
  • Proficiency in MS Office and ability to work in a fast-paced environment.
  • A proactive approach to developing trust and professional rapport with employees and team members.
  • Strong analytical skills with the ability to interpret data, identify trends, and suggest improvements.
  • Excellent verbal and written communication skills.
  • Relocation to Hyderabad and willingness to work at the office.
  • Willingness to work in rotational shifts/offs.

We are an equal opportunities employer and will keep all your information confidential according to EEO guidelines.

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