Sr. Assoc-Customer Experience

Company Description

Sutherland is seeking a reliable and detail-oriented person to join us as a Sr. Associate - Customer Experience. 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

Our Sr. Associates 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

KEY ROLES AND RESPONSIBILITIES

• Monitoring calls/chats/e-mails as per defined sample plan and targets
• Provide Coaching and Feedback to CSRs where necessary
• Preparing necessary monitoring and ad hoc reports
• Attend Calibration Sessions with Client and internal
• Attend Client and Internal Reviews
• Attend scheduled Trainings
• Documentation as per requirement
• Report out any ZT cases and take necessary action
• Do RCA and take corrective actions for defects identified during monitoring
• Drive MIP for repeated errors or critical errors.
• Any other duties required

Qualifications

Our most successful candidates require:

• 1 yr. experience in customer handling role 
• Verbal and written proficiency in English
• Working knowledge in MS Office (Word, Excel, Powerpoint)
• Ability to interpret data, identify trends, and make suggestions for improvements
• Customer-oriented in managing communications and issues

Additional Information

BEHAVIORAL ATTRIBUTES

• Strong verbal and written communication skills.
• Able to communicate in a clear, constructive, and professional manner
• Attention to details
• Able to adjust quickly and smoothly to changing priorities and conditions
• Pro-active in developing trust and professional rapport with employees

STAKEHOLDER MANAGEMENT

• Drive Quality awareness and improvement initiatives like huddles, etc.
• Manage and communicate updates within the program/team
• Assist the consultants in case any support required regarding process knowledge.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.