Lead - Customer Experience

Company Description

Sutherland is seeking a dynamic and self-motivated individual to join us as Lead - Customer Experience (Quality Analyst).

 If you think you have got the skills and want to be part of a growing industry and supportive team… apply now and join us!

Job Description

Responsibilities:

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program 

• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement 

• Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT) 

• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes 

Qualifications

Our most successful candidates have:

• Excellent creative thinking and problem solving skills.
• Previous Contact Center experience with understanding of operational metrics and relationship between KPIs and quality results (required).
• Knowledge of Six Sigma or LEAN methodologies (preferred).
• Experience and expertise using Company’s coaching model (preferred).

Additional Information

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