Lead-Customer Experience

Company Description

Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst.

The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.

This individual is responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned.

Overview

• 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
  
  

Job Description

CE Delivery Team

• Complete CE Observations for calls/chats/e-mailaccording to the plan (for assigned team/s and focus consultants)
• Attend calibration sessions with Client and Internal teams
• Prepare necessary observation and ad hoc reports
• Attend scheduled trainings and complete required knowledge-assessment tests
• Complete call handling hours requirement
• Manage team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT)
• Participate in team-level performance reviews
• Facilitate focus group discussions with consultants to identify issues and root causes
• Ensure that all observations reach the consultantsthrough TM coaching and team meetings
  
  

Team Development

• Conduct team meetings / huddle sessions for assignedteams
• Share CE observations and opportunities daily
• Facilitate focus-group discussions and learning sessions for team members to address identified opportunities
• Provide detailed observations for each team member to be utilized by Team Manager on coaching sessions
• Join triad-coaching sessions with Team Manager for bottom performers regularly
• Identify training interventions for team members andcoordinate plans with TM and CLS
  
  

Continuous Improvement Framework Deployment and Analysis

• Complete the required follow-up observations for identified team members
• Monitor team performance based on CI Framework plan
• Monitor progress of focus consultants weekly against goals
• Identify specific gaps/root causes that impact performance
• Share findings with the team based on additional observations
• Produce team-level reporting daily for assigned teams
• Follow standard team-level reports and insights
• Conduct Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)
• Identify team-level issues and opportunities
• Provide daily analysis based on detected defects and provide recommendations on how to address gaps
• Work with Team Managers / Account Managers to solve for issues affecting performance
  
  

Qualifications

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
• Must be able to speak, write and read Mandarin or Cantonese fluently. Can speak English on an intermediate level.
  
  

Additional Information

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