Lead-Customer Experience
Detalhes do emprego
SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD.- View all jobs Position: Supervisors/Team Leaders (Call Centre & Customer Service) Employment Type: Full time Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models. Job Description: Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers. The Quality Specialist's key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals. This individual is responsible for completing all assigned transaction evaluations and attending all internal and external calibration sessions as assigned. Quality Analysts in this role get to:
- Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
- Strengthen relationships: Establish and maintain communication with clients and/or team members.
- Six months experience in process transformation
- Ability to work in MS Office
- Ability to work in a fast-paced environment
- Proactive ability in developing trust and professional rapport with employees and team members
- Strong analytical skills, able to interpret data, identify trends, and make suggestions for improvements
- Strong verbal and written communication skills, able to communicate in a clear, constructive, and professional manner
About Sutherland
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. #J-18808-LjbffrApply safely
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