Quality Analyst
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Job Description
Sutherland is seeking a leadership-oriented and self-motivated person to join us as Lead-Customer Experience/Quality Analyst. 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!
Role 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.
Roles and Responsibilities:
A. CE Team Delivery
1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.
2. Maintain program expertise by completing required amount of phone time / contact handling hours.
3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.
B. Team Development
1. Drive consultant improvement by providing targeted recommendations from CE observations
C. Continuous Improvement Framework Deployment and Analysis
1. Improve performance of assigned focus consultants against CI goal through follow up observations
2. Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)
Requirements
Function: Analyst
Experience Level: Mid-Senior Level