Professional - Associate Manager - Customer
hace 3 días
Sutherland is seeking an attentive and goal-oriented person to join us as an
**Associate Manager for Quality.** We are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of forward-thinking and strategic-thinking individuals and we are looking to add an Associate Manager for Quality who will champion the productivity of the team and manage internal and external clients.
**If you are an Associate Manager looking for a global career, do not miss this opportunity**
**Qualifications**:
As a Quality Associate Manager, you will set the path to success by creating reports that will demonstrate findings which will facilitate improvement in design, training, compliance and operations
**You are also expected to**:
- Maintain audit productivity, on time report delivery and establish realizable deadlines to meet targets
- Create an environment measured by quality-based results
- Coordinate and assist in the delivery of staff training
- Serve as point of contact for quality issues and questions.
- Prepare Metrics/KPI reports and interact with operations and support groups regarding quality improvements.
- Provides performance feedback and input to all monitored calls to increase service quality - real time discussion
- Attend internal and external call calibration sessions as required
- Identify and highlight failure modes in the process and identify unethical practices/behavior and highlight it to Quality Manager /Account Manager
- Generate the QA reports and communicate the same to the Quality Manager /Account Manager
- Report/discuss center wide opportunities to the Quality Manager/Account Manager
**Qualifications**:
- 4 years experience as part of CE team in the same industry and at least 1 year in a supervisory position
- Typing skills of 30 words per minute with an accuracy of 80%
- Flexible when it comes to schedule
- Excellent communication and presentation skills
- Language Proficiency (either foreign language or dialect), if required
- Knowledgeable in Excel
- Understanding of the quality feedback & reports
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