Customer Experience Manager
hace 6 días
Job Description
Sutherland seeks a skilled Customer Experience Manager to manage the productivity of QA teams and aid in their effectiveness. The ideal candidate will be conducting transaction auditing sessions and JMS sessions for Q-representatives, ensuring each member understands company policies and guidelines. Strong organizational qualities, confidence, sound communication, and customer service skills are essential.
The successful candidate will exhibit courtesy, patience, and a professional attitude when interacting with QAs and customers. They should display a strong work ethic, positive attitude, and decent leadership skills while working as associates themselves.
Key qualifications include a strong understanding of QA metrics, sampling methodologies, and performance thresholds. Proficiency in daily performance tracking, generating reports, and monitoring KPIs is also required. Analyzing trends, performing root cause analysis, and implementing corrective measures are additional responsibilities.
Additional Responsibilities
Quality Operations: Oversee day-to-day QA operations to ensure adherence to sampling plans and completion of audits (live, recorded, and real-time). Provide accurate and actionable feedback consistently.
KPI & PERFORMANCE MANAGEMENT: Track and manage performance indicators such as QA productivity and customer service standards. Conduct frequent QA reviews and drive improvement initiatives based on actionable insights.
Required Skills
The ideal candidate should have a working knowledge of MS Office tools (Excel, Word, PowerPoint) and be proficient in analyzing data to drive informed decisions.
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