Lead-Customer Experience

2 days ago

Taguig, National Capital Region, Philippines Sutherland Full time ₱300,000 - ₱600,000 per year
Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients' and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance

Job Description
  • High performance delivery on all quality parameters.
  • Audit chats/email interactions on product/process, Communication and soft skills parameters.
  • Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.
  • Data analysis and creation of designated reports/presentations.
  • Participate in calibrations to ensure consistent scoring & feedback delivery approach.
  • Communicate to heighten awareness and focus on importance of positive customer experience.
  • Make recommendations and drive improvement.
  • Reduce the learning curve and help enhance the product/process knowledge of new team members.
  • Ensure that internal policies, procedures, and compliance regulations are being followed.
  • Customer/Client Interactions.
  • Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.
  • Prepare TNA, publish and execute for 100% closure.
  • Real Time Support (Production/Live Support) on the floor as per the business requirement.
Qualifications
  • At least 1 year Quality Analyst Experience in a Call Center Setting.
  • Technical Proficiency: Strong computer literacy with the ability to quickly learn.
  • Technical Knowledge: Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
  • Troubleshooting Skills: Confident and competent in diagnosing and resolving technical issues.
  • Quality Evaluator Skills: 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.
  • Communication: Fluent in written and verbal English, with the ability to comprehend and effectively communicate with Bokun onshore team and external customers who are business professionals. Able to present findings, data and recommendations to internal and Bokun stakeholders.
  • Leadership and Time Management Skills: Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, has a sense of urgency, and works well under pressure. Strong attention to detail. Sense of professionalism and ability to develop good relationships. Effective problem-solving skills.
  • Personal Attributes: Highly Energetic & Enthusiastic. Works effectively as part of a team and collaborates across functional teams.
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