Manager - Quality (BPO)
- Sutherland
- 7 - 12 years
- Kolkata
- 9 months ago
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Job Description
About - Sutherland
Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle.
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 35 years.
Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at www.sutherlandglobal.com
Job Description
Job Title: Manager - Quality
Location: Mumbai - Airoli, India
Type of employment: Full time
Overview
Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive 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!
Responsibilities
Customer Experience Manager in this role get to:
Collect and analyze customer feedback: Analyze feedback that comes through internal and external channels and identify and act on every opportunity so that the manager can champion the voice of the customer.
Ensure compliance: Track key initiatives, complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers.
Build a positive experience: Cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.
Keep management updated: Relay important information in the form of timely and accurate reports by using quality tools/methodologies to do the work.
Define Sutherlands reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations, also, update and maintain the quality manual/DTP
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, meet expectations and come up with improvements in the quality process and discuss it with both internal stakeholders and client. Also train team members on quality and metrics.
d understanding of Transaction monitoring process covering Sampling
Qualification & Skill sets Required
- Candidate must have experience in Transactional quality for good 8+ years.
- Candidate must have experience from international Voice & Non Voice process (Chat/Email/Social Media will be added advantage)
- Candidate must have experience with lean six sigma techniques.
- Working and Implementation experience of all Quality techniques and tools.
- Candidate must have good communication skills.
- Creativity, proactivity, and have a bias for action.
- Experience with marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, an eye for detail, and good-old-fashioned common sense.
- Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement.
- Ability to inspire others to action and to influence without authority is necessary.
- Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design.
- Passion for learning/learning agile.
- Excellent written communication skills.
- Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel.
- Exceptional research skills - The ability to exude a professional demeanor and appearance.
- Attention to detail and excellent organizational skills.
- Excellent communication skills - Good computer skills:
- working knowledge of Microsoft Windows, Word, PowerPoint, Excel - Exceptional research skills
- The ability to exude a professional demeanor and appearance - Attention to detail and excellent organizational skills
Job Classification
Industry: BPO / Call CentreFunctional Area:
Role Category: Business Process Quality
Role: Business Process Quality
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate, MS/M.Sc(Science) in Any Specialization
Doctorate: Doctorate Not Required, Any Doctorate
Contact Details:
Company: SutherlandLocation(s): Kolkata
Keyskills: Quality Management Call Quality Kaizen lean six sigma international voice Black Belt
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