Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

 

Job Description

Key Responsibilities:

Performance Analysis and Quality Assurance:Analyze customer interaction data to identify trends and areas for improvement.Ensure agents adhere to company policies, procedures, and regulatory guidelines.Feedback and Coaching:Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.Develop training materials and support training programs to improve agent performance.Reporting and Process Improvement:Document quality issues and performance metrics for management review.Identify and implement process improvements to enhance efficiency and customer satisfaction.Collaboration:Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.

Essential Skills:

Strong analytical and problem-solving abilitiesExcellent communication and interpersonal skillsAttention to detail and knowledge of call center quality metricsProficiency in call center technology and quality management software

Qualifications

Our most successful candidates will have:

 

Bachelor's degree in Business Administration, Quality Management, or related fieldMinimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environmentProficiency in MS Office applications and quality management softwareStrong analytical and problem-solving skills, with the ability to interpret complex data and identify trendsExcellent verbal and written communication skills, with the ability to provide constructive feedback and coach team membersIn-depth knowledge of call center operations, performance metrics, and quality standardsExperience in developing and implementing process improvementsUnderstanding of regulatory compliance requirements in customer serviceDemonstrated leadership skills and ability to work collaboratively in a team environmentAbility to multitask and work efficiently in a fast-paced, dynamic environmentStrong attention to detail and commitment to maintaining high-quality standardsCertifications such as Six Sigma or those focused on quality management are highly advantageousExperience with data analysis tools and reporting software is a plus

 

Additional Information

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