Associate Manager-Customer Experience

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

• Prepare weekly Sampling Plan and share with the CE team.
• Ensure that all types of transactions are monitored.
• Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
• Ensure Sampling Adherence is met MIPs are implemented if required.
• Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.
• Keep checking the QAs accuracy by doing ATA and Calibration.
• Be a consultant and advisor to the QAs to clarify on parameters during need.
• Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
• Analyse monitoring data to identify program level issues and opportunities.
• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
• Drive quality awareness programs and performance improvement projects.
• Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
• Team Player - Ensure employee satisfaction.
• Build a positive working atmosphere within the team and engage the team members with employee engagement models.
• Build competencies within the team so they can pick up additional responsibilities/move to the next level.
• Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance.
  
  

• At least 2-3 years of Quality Supervisor experience.
• 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