Sr. Associate

1 day ago

Angeles City, Central Luzon, Philippines Sutherland Full time ₱150,000 - ₱250,000 per year
Company Description

Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

Job Description

Key Roles &^ Responsibilities:

  • Conduct regular quality audits of customer interactions (calls, emails, chats) to assess compliance with process guidelines, regulatory requirements, and service quality standards.
  • Ensure compliance with bank policies, regulatory standards, and data security protocols during quality evaluations.
  • Support calibration sessions with stakeholders to align quality standards and expectations.
  • Develop and maintain quality scorecards, reports, and dashboards to track team performance and quality metrics.
  • Assist in training and onboarding of new customer support agents by sharing quality insights and best practices.
  • Coordinate with different departments like HR, Training, etc. to resolve QA issues.
  • Development of skills – through classroom and on the job training
Qualifications

Technical Skills Requirements

  • Minimum 1 year of experience in the Quality Analyst role |update to 6 mos|, if hired externally. 
  • No QA experience is mandatory for Internal candidates.
  • Prior experience supporting American banking clients or financial services is highly desirable.
  • Possesses high standards of written and verbal English, demonstrating strong communication & clarity; should meet a minimum proficiency level of B2 on the Common European Framework of Reference for Languages (CEFR) scale or its equivalent in both SVAR & Writex.
  • Strong analytical and observational skills to evaluate customer interactions effectively. Good knowledge of Data Analysis
  • Proficiency in MS Office (Word, Excel, PowerPoint)
  • Customer-oriented in managing communications and complaints
  • Familiarity with quality monitoring tools and customer service platforms used in contact center environments.
Additional Information

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

  • Sr Associate Manager HR

    2 days ago

    Angeles City, Central Luzon, Philippines Sutherland Full time ₱2,000,000 - ₱2,500,000 per year

    Company Description Sutherland is seeking a reliable and detail-oriented person to join us as Sr Associate Manager Human Resources that will help us shape our organization's culture by taking the lead in establishing and executing Human Resource strategies that will offer support and boost engagement. We are a group of driven and hard-working individuals....

  • Associate / Sr Associate - Query Management

    5 days ago

    Cebu City, Central Visayas, Philippines Firstsource Full time ₱250,000 - ₱500,000 per year

    About Firstsource Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand...

  • OPERATIONAL EXCELLENCE CONSULTANT

    1 day ago

    Angeles City, Central Luzon, Philippines Compass Group Full time $70,000 - $80,000

    Salary: $ $80000 / yearOther Forms of Compensation: bonus What makes FLIK clickWhat makes FLIK click? Our people. The decisions, actions and attitudes of our associates earn the trust and loyalty of our clients every day. We know how to pick them and we know how to grow them. It starts with hiring people who share our passion for food and hospitality. Once...

  • Assoc Mgr

    2 days ago

    Angeles City, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Company Description Sutherland seeks a creative and self-motivated person to join us as a Associate Manager - Instructional Designer. 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 Sr....

  • Sr. Human Resources Associate

    1 week ago

    Angeles City, Central Luzon, Philippines SOFTWARE VENTURES INTERNATIONAL Full time ₱600,000 - ₱800,000 per year

    Attend to all internal and external HR related inquiries and requestsFacilitate end to end recruitmentConduct employee orientation and maintain records of new employeesCoordinate training classes and keep training recordsAssist in the execution of performance management proceduresComplete termination paper work and exit interviewsMaintain employee files and...

  • Senior Product Delivery Associate

    2 days ago

    Cebu City, Central Visayas, Philippines JPMorgan Chase Full time ₱1,200,000 - ₱2,400,000 per year

    If you enjoy helping Product Leaders navigate dynamic business challenges and risks, then this is the role for you. Join our team and play a key role in delivering high-quality products to countless customers worldwide.Job Summary:As a Sr Product Delivery Associate in the Product Oversight and Support Team, you play an integral role in helping Product...

  • Senior Product Delivery Associate

    2 days ago

    Cebu City, Central Visayas, Philippines JPMorganChase Full time ₱80,000 - ₱120,000 per year

    DescriptionIf you enjoy helping Product Leaders navigate dynamic business challenges and risks, then this is the role for you. Join our team and play a key role in delivering high-quality products to countless customers worldwide.Job Summary:As a Sr Product Delivery Associate in the Product Oversight and Support Team, you play an integral role in helping...

  • Senior Training Manager

    7 days ago

    Cebu City, Central Visayas, Philippines Asurion Full time ₱1,500,000 - ₱2,500,000 per year

    The Sr. Training Manager leads strategic training delivery across multiple locations  driving performance for both new hires and tenured employees. This role ensures alignment with organizational goals through stakeholder engagement, performance analysis, and team integration.DUTIES & RESPONSIBILITIES:Lead a team of technically savvy Learning and...

  • Senior Site Leader, Customer Service, Stores Customer Service

    2 days ago

    Cebu City, Central Visayas, Philippines Amazon Full time ₱1,500,000 - ₱3,000,000 per year

    Amazon's mission is to be Earth's most customer-centric company, and our award-winning Customer Service team is a key part of that mission. The Customer Service team has a very clear purpose - to prevent, solve problems and delight our customers. Our team supports customers in 16 languages from more than 130 locations around the globe.The Customer Service...

  • Senior Vision Care Sales and Account Management

    2 days ago

    Cebu City, Central Visayas, Philippines Alcon Laboratories Malaysia Sdn Bhd Full time ₱900,000 - ₱1,200,000 per year

    At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you'll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients...