Company Description

Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

Job Description

Job Description

Key Responsibilities:

Performance Analysis and Quality Assurance:Analyze customer interaction data to identify trends and areas for improvement.Ensure agents adhere to company policies, procedures, and regulatory guidelines.Feedback and Coaching:Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.Develop training materials and support training programs to improve agent performance.Reporting and Process Improvement:Document quality issues and performance metrics for management review.Identify and implement process improvements to enhance efficiency and customer satisfaction.Collaboration:Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.

Essential Skills:

Strong analytical and problem-solving abilitiesExcellent communication and interpersonal skillsAttention to detail and knowledge of call center quality metricsProficiency in call center technology and quality management software

QualificationsBachelor's degree in Business Administration, Quality Management, or related fieldMinimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environmentProficiency in MS Office applications and quality management softwareStrong analytical and problem-solving skills, with the ability to interpret complex data and identify trendsExcellent verbal and written communication skills, with the ability to provide constructive feedback and coach team membersIn-depth knowledge of call center operations, performance metrics, and quality standardsExperience in developing and implementing process improvementsUnderstanding of regulatory compliance requirements in customer serviceDemonstrated leadership skills and ability to work collaboratively in a team environmentAbility to multitask and work efficiently in a fast-paced, dynamic environmentStrong attention to detail and commitment to maintaining high-quality standardsCertifications such as Six Sigma or those focused on quality management are highly advantageousExperience with data analysis tools and reporting software is a plus

Additional Information

Our most successful candidate will have: - Six months experience in process transformation - Ability to work in MS Office - 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