Company Description:
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance
Job Description:
Our Quality Analyst 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; understand needs, resolve issues, and meet expectations Keep management updated: Relay important information in the form of timely and accurate reports Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
Qualifications:
Our most successful candidates will: - Bachelor’s degree - Experience with process documentation Be able to work in MS Office Have advanced-level knowledge of Excel - Be able to work in a fast-paced environment Be proactive in developing trust and professional rapport with employees and team members; work as a team player and have strong analytical skills. Should have voice process knowledge and experience to interpret and understand the consultant's communication on calls and be able to demonstrate how to effectively handle calls in one-on-one and joint call coaching. Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
Additional Information:
All your information will be kept confidential according to EEO guidelines.
