Company Description

Sutherland is seeking a dynamic and self-motivated individual to join us as Lead - Customer Experience (Quality Analyst).

 If you think you have got the skills and want to be part of a growing industry and supportive team… apply now and join us!

Job Description

Responsibilities:

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 

Qualifications

Our most successful candidates have:

Excellent creative thinking and problem solving skills.Previous Contact Center experience with understanding of operational metrics and relationship between KPIs and quality results (required).Knowledge of Six Sigma or LEAN methodologies (preferred).Experience and expertise using Company’s coaching model (preferred).

Additional Information

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