Lead - Customer Experience | Collections

Company Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as Lead-Customer Experience/Quality Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Job Description

Roles and Responsibilities:

A. CE Team Delivery

1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.

2. Maintain program expertise by completing required amount of phone time / contact handling hours.

3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.

i. Complete CE Observations for calls/chats/e-mail according to the plan (for assigned team/s and focus consultants)

ii. Attend calibration sessions with Client and Internal teams

iii. Prepare necessary observation and ad hoc reports

iv. Attend scheduled trainings and complete required knowledge-assessment tests

v. Report hygiene-related cases and take required actions

vi. Complete call handling hours requirement

vii. Manage team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT)

• Participate in team-level performance reviews
• Facilitate focus group discussions with consultants to identify issues and root causes
• Ensure that all observations reach the consultants through TM coaching and team meetings

B.Team Development

1. Drive consultant improvement by providing targeted recommendations from CE observations

i. Conduct team meetings / huddle sessions for assigned teams

• Share CE observations and opportunities daily
• Facilitate focus-group discussions and learning sessions for team members to address

identified opportunities

ii. Provide detailed observations for each team member to be utilized by Team Manager on coaching sessions

iii. Join triad-coaching sessions with Team Manager for bottom performers regularly

iv. Identify training interventions for team members and coordinate plans with TM and CLS

C.Continuous Improvement Framework Deployment and Analysis

1. Improve performance of assigned focus consultants against CI goal through follow up observations
   
   2.Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)

i. Complete the required follow-up observations for identified team members

ii. Monitor team performance based on CI Framework plan

• Monitor progress of focus consultants weekly against goals
• Identify specific gaps/root causes that impact performance
• Share findings with the team based on additional observations

iii. Produce team-level reporting daily for assigned teams

• Follow standard team-level reports and insights
• Conduct Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)
• Identify team-level issues and opportunities
• Provide daily analysis based on detected defects and provide recommendations on how

to address gaps

• Work with Team Managers / Account Managers to solve for issues affecting

performance

Qualifications

Our most successful candidates will have:

• At least 1-year Quality Analyst Experience in a Call Center Setting.
• Strong computer literacy with the ability to quickly learn.
• Fluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.
• B2 & above communication skills
• Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
• Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.

Internal Qualifications:

• Must be a Lead- CE / acting CE for at least a year.
• Must have FY25 PDP score of Exceeds Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No Active DA.

Additional Information

All your information will be kept confidential according to EEO guidelines.