Lead - Customer Experience

Sutherland; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is on the lookout for a detail-oriented Quality Analyst to enhance customer experience. In this pivotal role, you will evaluate customer transactions, ensuring adherence to processes and guidelines while fostering a culture of excellence. Your analytical skills will help identify trends and drive improvements, while your communication abilities will strengthen relationships with clients and team members alike. Join a supportive team where your contributions will directly impact customer satisfaction and drive performance metrics. This is a fantastic opportunity to build a fulfilling career in a dynamic environment.

Qualifications

• 6 months experience in process transformation is required.
• Strong analytical and communication skills are essential.

Responsibilities

• Evaluate customer transactions to ensure accurate information delivery.
• Oversee service quality to guarantee customer satisfaction.

Skills

Analytical Skills

Communication Skills

Team Collaboration

Proactive Problem Solving

Tools

MS Office

Job description

Company Description

Sutherland is seeking an organized and goal-oriented person to join us as a Lead - Customer Experience. 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!

Job Description

Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst.

The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers.

The Quality Specialist's key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.

This individual is responsible for completing all assigned transaction evaluations and attending all internal and external calibration sessions as assigned.

Quality Analysts in this role get to:

1. Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
2. Strengthen relationships: Establish and maintain communication with clients and/or team members.

Qualifications

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.
• Proactive ability in developing trust and professional rapport with employees and team members, and work as a team player.
• Strong analytical skills, able to interpret data, identify trends, and make suggestions for improvements.
• Strong verbal and written communication skills, able to communicate in a clear, constructive, and professional manner.