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Sutherland
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:
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)
Our most successful candidates will have:
Internal
All your information will be kept confidential according to EEO guidelines.
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 businesses, 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.
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