Lead - Customer Experience

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

Job summary

A leading customer service firm is seeking a Quality Analyst in Kuala Lumpur. This role focuses on evaluating customer transactions to ensure high-quality standards are maintained. Ideal candidates will have strong analytical skills and the ability to communicate effectively. Candidates should be able to work in a fast-paced environment and have at least six months of experience in process transformation. Join us to ensure customer satisfaction and drive performance excellence.

Qualifications

• Six months of experience in process transformation.
• Ability to interpret data and identify trends.
• Ability to develop trust and rapport with colleagues.

Responsibilities

• Oversee performance and service quality to ensure customer satisfaction.
• Evaluate customer transactions for accurate information.
• Attend calibration sessions as assigned.

Skills

Analytical Skills

Verbal Communication

Written Communication

Team Player

Ability to Work in a Fast-Paced Environment

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 transaction to ensure accurate and consistent information is provided to customer.

The Quality Specialist 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 evaluation and attending all internal and external calibration sessions as assigned.

Quality Analyst in this role gets to:

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

Qualifications

• 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