Sutherland is seeking a reliable and technical person to join us as SME PS (Program specialist). 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 DescriptionThe main job of an SME – Customer Experience would be to monitor the calls/chats handled by Customer Care Representatives (CSR) based on pre-defined parameters, to identify opportunities for improvement in those transactions. The objective would be to continuously drive better quality of the customer interactions in the process that lead to customer satisfaction and fulfil the Quality benchmarks set by Client for Sutherland.
The responsibility of the SME is to ensure the facts and details are correct so that the project’s/program's deliverable(s) will meet the needs of the stakeholders, legislation, policies, standards, and best practices.
- Monitoring calls/chats as per defined sample plan and targets
- Preparing necessary monitoring and ad hoc reports
- Attend Calibration Sessions with Client and internal.
- Attend Client and Internal Reviews
- Support scheduled Trainings
- Documentation as per requirement
- Report out any ZT cases and take necessary action.
- Do RCA and take corrective actions for defects identified during monitoring.
- Drive MIP for repeated errors or critical errors.
- Six months experience in process transformation and no disciplinary actions
- Ability to work in MS Office
- Verbal and written proficiency in English (B2)
- Ability to work in a fast-paced environment.
- Pro-active ability in developing trust and professional rapport with employees and team members; work as a team-player.
- Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements
- Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
All your information will be kept confidential according to EEO guidelines.
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What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
