Company Description

Sutherland is seeking a reliable and technical person to join us as Operational Risk Analyst. We are a group of hard-working and energetic individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

In this role, you will have to:

• Roles & Responsibilities:

• Should be able to identify the potential process gaps and report it on time.
• Should be able to work in teams towards a common goal.
• Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals.
• Should come up with Improvement Initiatives that adds value to the program and company.
• Maintain and prepares reports as per the program and process requirement.
• Proactively seeking clarification of requirements and direction; take responsibility when needed.
• Attention to detail is a key requirement.
• Serves as point of contact for all hygiene related queries.
• Assesses and discusses problems relating to yield quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provides process improvements to address these concerns.
• Ensures adherence to client/Sutherland standards and recommends/develops action plans for process/hygiene improvements, if necessary to contain and correct hygiene related issues.
• Schedules, coordinates and facilitates call calibration sessions together with the Team Managers and/or client.
• Conduct FMEA sessions for New hires and existing associates periodically.

Qualifications

Our most successful candidates will have:

• Minimum graduation in any discipline.
• 4 years of minimum overall experience; atleast 2 years in BPM/BPO industry.
• Good verbal & written skills in English.
• Good understanding of process backed by training scores.
• Analytical and Statistical skills.
• Should have knowledge in MS Office
• No disciplinary actions in last one year.
• No long leaves (>3 days leave) in first 6 months.

Desirable Qualifications:

• Auditing experience will be an added advantage.
• Risk Management related exposure.

Additional Information

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