Lead Customer Experience

Job Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as Lead-Customer Experience/Quality Analyst. 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!

Role Overview:

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.
• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.

• Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT) 

• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes.

Roles and Responsibilities:

A. CE Team Delivery 

1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.

2. Maintain program expertise by completing required amount of phone time / contact handling hours.

3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.

B. Team Development 

1. Drive consultant improvement by providing targeted  recommendations from CE observations 

C. Continuous Improvement Framework Deployment and Analysis 

1. Improve performance of assigned focus consultants against CI goal through follow up observations 
2. Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag) 

Qualifications

Our most successful candidates will have:

• At least 1 to 2 years Quality Analyst Experience in a Call Center Setting.
• Strong computer literacy with the ability to quickly learn.
• Fluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.
• B2 & above communication skills
• Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
• Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.

Internal

• Must be a Lead- CE / VQA for at least a year.
• Must have FY25 PDP score of Exceeds Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No Active DA.

Additional Information

All your information will be kept confidential according to EEO guidelines.