Assoc Mgr-Customer Experience

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

We are seeking an Associate Manager of Quality and Compliance to join our dynamic team in Tarlac City, Philippines. In this role, you will be responsible for driving customer satisfaction and loyalty by optimizing our customer experience strategies and processes. You will work collaboratively with various teams to ensure the delivery of exceptional customer service across all touchpoints.

• Lead and mentor a team of Quality specialists, fostering a collaborative environment.
• Oversee monitoring and evaluation of customer interactions. Ensure adherence to compliance guidelines and quality standards.
• Develop and maintain quality evaluation programs aligned with KPIs such as FCR, NPS, CRT, and compliance.
• Conduct regular calibration sessions with coaches, trainers, and stakeholders to align feedback and scoring standards.
• Analyze call quality trends and data, prepare reports for management, and identify process improvement opportunities.
• Conduct root cause analyses of recurring quality issues and lead corrective/preventive actions in partnership with Operations and Training.
• Address escalations related to quality concerns, and coordinate resolution efforts with cross-functional teams.
• Collaborate with cross-functional teams to implement process improvements and resolve customer issues

• Bachelor's degree in Business Administration, Customer Experience Management, or a related field
• 2-5 years of experience in customer service, quality assurance, or customer experience management
• Proven track record of implementing successful customer experience initiatives
• Strong analytical skills with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills
• Proficiency in MS Office applications, CRM systems, and quality management software
• In-depth knowledge of customer experience metrics, measurement techniques, and industry best practices
• Experience in process improvement methodologies
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills with the ability to coach and motivate team members
• Strong problem-solving skills and attention to detail
• Ability to multitask and work efficiently in a fast-paced, dynamic environment
• Experience with data analysis tools and reporting software is a plus

All your information will be kept confidential according to EEO guidelines.