Lead-Customer Experience

Sutherland Global; Davao City; On-site; PHP 210,000 - 320,000; Full time

Job summary

Sutherland Global in the Philippines is seeking a Quality Analyst to evaluate and document customer transactions, ensuring accurate and consistent information is provided to customers. This front-line role requires attention to detail and a focus on process adherence.

Responsibilities include participating in calibration sessions, driving KPI performance, and collaborating with teammates to enhance customer experience and employee engagement as part of our digital transformation journey.

Qualifications

• Six months experience in process transformation.
• Proficient in MS Office and data interpretation.
• Ability to work in a fast-paced environment.
• Pro-active in developing trust and professional rapport with employees and team members.
• Strong analytical skills with ability to identify trends and suggest improvements.
• Strong verbal and written communication skills.

Responsibilities

• Evaluate and document customer transactions to ensure accuracy and consistency.
• Ensure processes and guidelines are followed to deliver high customer experience.
• Attend internal and external calibration sessions.
• Support KPI performance and contribute to overall service quality.

Skills

Analytical thinking

Team collaboration

Clear communication

Tools

MS Office

Job description

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:

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 get 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.

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
• 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