Lead - Customer Experience
Sutherland
- Legazpi City, Albay
- Permanent
- Full-time
- 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.
- 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 needs, resolve issues, and meet expectations.
- Keep management updated: Relay important information in the form of timely and accurate reports.
- Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- 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.
Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. It is our policy to engage in personnel decisions, including those related to recruitment and hiring, and to administer our personnel policies without regard to race, color, religion, creed, age, gender or sex (including pregnancy), national origin or ancestry, disability, veteran's status, genetic information, or any other legally protected characteristic. There is no place for disrespect for cultural differences or insensitive stereotypes. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.