Subject Matter Expert
SUTHERLAND GLOBAL COLLECTION SERVICES LLC
Date: 3 days ago
City: Davao
Contract type: Full time
Company Description
Sutherland is seeking a leadership-oriented and self-motivated person to join us as SME.We are a group of driven and hard-working 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
Sutherland is seeking a reliable and detail-oriented person to join us as aSubject Matter Expert. We are a group of driven and hard-working 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! Professionals in this role get to:
WORK ON COMMUNICATIONS: Performing weekly effectiveness and efficiency coaching for consultants to ensure the team’s productivity. Conduct weekly side-by-side time with consultants. Supporting Team Leaders in setting improvement programs and action plans for consultants. Gathering up-to-date information and integrating feedback into the best practices. Handle escalations.
KNOWLEDGE MANAGEMENT: Informing training, consultants, and Ops of any gaps in player support. Participating in the creation of new procedures, processes, etc. Collecting product information from clients. Spreading product knowledge to operations. Update existing procedures. Updating knowledge management database. Handle first level of escalation as needed.
PROVIDE TRAINING: Providing recommendations to assist in creating new training programs. Identifying and reporting any training needs to maintain quality level.
ENSURE QUALITY: Calibrating with TMs, QAs, and clients, at regular intervals, monitoring and analyzing transaction monitoring results.
Qualifications
All your information will be kept confidential according to EEO guidelines.
Sutherland is seeking a leadership-oriented and self-motivated person to join us as SME.We are a group of driven and hard-working 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
Sutherland is seeking a reliable and detail-oriented person to join us as aSubject Matter Expert. We are a group of driven and hard-working 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! Professionals in this role get to:
WORK ON COMMUNICATIONS: Performing weekly effectiveness and efficiency coaching for consultants to ensure the team’s productivity. Conduct weekly side-by-side time with consultants. Supporting Team Leaders in setting improvement programs and action plans for consultants. Gathering up-to-date information and integrating feedback into the best practices. Handle escalations.
KNOWLEDGE MANAGEMENT: Informing training, consultants, and Ops of any gaps in player support. Participating in the creation of new procedures, processes, etc. Collecting product information from clients. Spreading product knowledge to operations. Update existing procedures. Updating knowledge management database. Handle first level of escalation as needed.
PROVIDE TRAINING: Providing recommendations to assist in creating new training programs. Identifying and reporting any training needs to maintain quality level.
ENSURE QUALITY: Calibrating with TMs, QAs, and clients, at regular intervals, monitoring and analyzing transaction monitoring results.
Qualifications
- A Bachelor’s degree or Associate Degree holder.
- Deep understanding of various gaming genres, platforms, and the gaming community. Expertise in gameplay mechanics, game features, and industry trends.
- Excellent written and verbal communication skills to articulate complex technical information clearly and concisely to players and clients.
- Skilled in effectively managing volume or queue statusand possess the ability to organize and prioritize tasks based on urgency and complexity.
- A pro-active attitude towards developing trust and professional rapport with team members; the ability to be a team-player.
All your information will be kept confidential according to EEO guidelines.
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