Sr. Associate Account Management - SME

Company Description

Sutherland is seeking a reliable and detail-oriented person to join us as Subject Matter Expert. 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

In this role, you will have to:

- Work involves survey analysis, PowerPoint report making, survey data analysis & checking, verifying against earlier reports, conduct quality checks 
- PowerPoint template creation & data population, adherence to client’s report publishing guidelines & PPT formatting requirements.
- Minute eye for details needed for PPT creation, self-QC and delivery 
- Adherence to SLA on quality includes accuracy of data analysis and formatting requirements 
- Responsible for the first round of quality control for language, data analysis, PPT template creation & data population 
- Learn and work on survey administration tools like Decipher for survey testing and survey programming
- Good English comm skills, able to communicate one’s opinions and discuss with team, should be a collaborator, self-starter, upskill MS Office skills 
Shift timing: 12pm to 9pm, Monday to Friday (ensure partial overlap with US timings) 

Qualifications

Professionals in this role get to:
Work on communications: Performing weekly effectiveness and efficiency coaching for consultants to ensure team’s productivity.
Conduct weekly side-by-side time with consultants.
Supporting Team Leaders in setting improvement programs and action plans for consultants.
Gathering up-to-date information and integrating feedback into the best practices.
Handle escalations.
Knowledge management: Informing training, consultants and Ops of any gaps in contact handling.
Participating in creation of new procedures, processes, etc.
Collecting product information from client.
Spreading product knowledge to operations.
Update existing procedures.
Updating knowledge management database.
Provide training: Providing recommendation to assist in creating new training programs.
Identifying and reporting any training needs to maintain quality level.
Prepare and submit weekly / monthly test questions and recommendations.
Ensure quality: Calibrating with TMs, QAs and clients, at regular intervals, monitoring transactions and analyzing transaction monitoring results.
Coordinating, preparing data and conducting weekly refresher trainings with consultants.
Ensuring through follow up that action plan objectives have been met, feedback quality and performance results, coaching, follow up and consequences (PDP, Action Plan).
Sales performance: Help drive sales metrics. 

Additional Information

QUALIFICATIONS - INTERNAL
Our most successful candidates will have:
- Excellent Data Mining skills
- Ability to think outside of traditional role to evaluate business implications
- Ability to interpret data, identify trends and make suggestions for improvements
- Strong verbal and written communication skills; be able to communicate in a clear, constructive and professional manner
- Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues