Company Description

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

Job Description

The main job of a Sr. 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.

Qualifications

TECHNICAL / PROFESSIONAL SKILL SET REQUIRED

Good knowledge of Quality metrics, their measurements and thresholds / targetsKnowledge and clear understanding of critical and non-critical errors in the transactionsGood 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 analysisWorking knowledge of MS Office (Word, Excel & PowerPoint)

BEHAVIORAL ATTRIBUTES

Hard-working, innovative and meticulousGood Decision making and Problem-Solving abilitiesTeam Handling and People Management SkillsVery good Communication and analytical skills.Proactive in approach rather than reactive.

Additional Information

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