Sr Assoc Mgr-Customer Experience

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 Responsibilities:

1. Performance Analysis and Quality Assurance:

• Analyze customer interaction data to identify trends and areas for improvement.
• Ensure agents adhere to company policies, procedures, and regulatory guidelines.

1. Feedback and Coaching:

• Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
• Develop training materials and support training programs to improve agent performance.

1. Reporting and Process Improvement:

• Document quality issues and performance metrics for management review.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.

1. Collaboration:

• Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.

Essential Skills:

• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Attention to detail and knowledge of call center quality metrics
• Proficiency in call center technology and quality management software

• Bachelor's degree in Business Administration, Quality Management, or related field
• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
• Proficiency in MS Office applications and quality management software
• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
• In-depth knowledge of call center operations, performance metrics, and quality standards
• Experience in developing and implementing process improvements
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills and ability to work collaboratively in a team environment
• Ability to multitask and work efficiently in a fast-paced, dynamic environment
• Strong attention to detail and commitment to maintaining high-quality standards
• Certifications such as Six Sigma or those focused on quality management are highly advantageous
• Experience with data analysis tools and reporting software is a plus

Our most successful candidate will have: - Six months experience in process transformation - Ability to work in MS Office - Ability to work in a fast-paced environment - Pro-active ability in developing trust and professional rapport with employees and team members., work as a team-player - Strong analytical skills., be able to interpret data, identify trends, and make suggestions for improvements - Strong verbal and written communication skills., be able to communicate in a clear, constructive, and professional manner