Sr. Quality Assurance Manager

Sutherland is seeking an organized and reliable person to join us as a Sr. Customer Experience Manager . We are a group of driven and supportive 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!

Sr. Customer Experience Managers in this role get to:

• Collect and analyze customer feedback : this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer.
• Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers.
• Built a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.
• Create a quantifiable increase in Customer Experience: This critical team member will also collaborate with other team members and the business to improve results.
• Take ownership of customer feedback: and take action to prevent or mitigate them before they affect any other customers.
• Assure control: track and report monthly KPIs Team, track and report CX Pillars quarterly. Perform Ad Hoc requests for data, special reports, and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success. Monitor and take action on Customer Surveys.
• Manage and create projects/initiatives: track data and identify trends.
• Perform Project Management Activities: such as help to identify potential value-added projects.
• Perform Team Management Activities: Participate in the sourcing, attracting, selection, onboarding, and managing of interns.Engage in onboarding, training, and developing of CX interns. Escalate opportunities for quick wins when a new pattern of issues emerges.

Qualifications

Our most successful candidates have:

• Creativity, proactivity, and have a bias for action
• Experience with marketing, organizational development, psychology, or customer experience
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority is absolutely necessary
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
• Passion for learning/learning agile
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
• The ability to exude a professional demeanor and appearance
• Attention to detail and excellent organizational skills
• The ability to function in a fluid environment, with fast change, and fast prototyping and design
• A degree in Marketing, Organizational Development, Psychology, Customer Experience, or a related field is preferred, but not required
• Previous track record of success in customer experience management may be substituted for education
• At least 2-3 years of work experience in the same capacity or At least 4 years of Supervisory/Managerial experience

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance