Associate Manager - Customer Experience

Company Description

Sutherland is seeking an attentive and analytical person to join us as an Associate Manager - Customer Experience. 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.

Job Description

The main job of an Associate Manager Quality is to manage productivity of QA and aid in their effectiveness. He/she should be conducting transaction auditing sessions and JMS sessions for Q-reps. He/she must keep the QA’s motivated and working as a team, making sure each member understands company policies and guidelines. Associate Managers should possess strong organizational qualities and confidence, with sound communication and customer service skills. They should exhibit courtesy, patience and have a professional attitude when interacting with the QAs as well as customers. Associate managers need to display a strong work ethic, positive attitude and decent leadership skills while working as associates themselves.

KEY ROLES AND RESPONSIBILITIES

• Prepare weekly Sampling Plan and share with the QA team.
• Ensure that all types of transactions are monitored in the programs assigned
• 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 call audits to improve consultant’s ability to perform better.
• Keep checking the QA's accuracy by doing ATA and Calibration.
• Prepare and share Gage R&R report.
• 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
• Facilitate QA’s to conduct NH trainings during Nesting.
• Analyse monitoring data to identify program level issues and opportunities
• Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.

Qualifications

TECHNICAL / PROFESSIONAL SKILL SET REQUIRED

• Good knowledge of Quality metrics, their measurements and thresholds / targets
• Knowledge and clear understanding of critical and non-critical errors in the transactions
• Good in investigative and business writing skills.
• Good at creating reports using various tools and applications.
• Being able to perform risk analysis to the satisfaction of the stakeholders or departments.
• Basic exposure to statistical tools and approaches, trend analysis & cause analysis
• Working knowledge of MS Office (Word, Excel & PowerPoint)

BEHAVIORAL ATTRIBUTES

• Hard-working, innovative and meticulous
• Good Decision making and Problem-Solving abilities
• Team Handling and People Management Skills
• Very good Communication and analytical skills.
• Proactive in approach rather than reactive.

Additional Information

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