Quality Lead

Company Description

Sutherland is seeking a reliable and detail-oriented person to join us as a Lead Customer Experience / Quality Lead. 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!

Job Description

The Lead is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Lead Specialist 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.

Lead - Customer Experience 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; 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 candidate will have:

• 6+ months of experience leading QA teams
• Advanced Excel skills
• English proficiency B2 or above
• Availability to work on site
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
• 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.