Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless as a service model.

For each company, we provide new keys for their business, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

The Lead - Customer Experience | Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers.

The Lead - Customer Experience 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 critical goals.
Responsible for completing all assigned transaction evaluations and attending all internal and external calibration sessions as assigned.

Additionally, the Lead Customer Experience shall:

Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
Keep management updated: Relay important information in the form of timely and accurate reports
Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

Qualifications

Our most successful candidates should have:

Bachelor's degree
Experience with process documentation
Be able to work in MS Office
Have advanced-level knowledge of Excel
Be able to work in a fast-paced environment
Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

Additional Information

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

Associate Representative, Customer Service

Representative, Customer Service

Customer Service Senior Specialist

Quality Analyst (BPO/Customer Service)

Customer Service Senior Team Manager