Job Description :
Sutherland is seeking an attentive and goal-oriented person to join usas an AssociateManager for Quality . We are committed in creating a dynamic workenvironment that is professionally challenging and personally rewarding.
Ourteam is composed of forward-thinking and strategic-thinking individuals and weare looking to add an Associate Manager for Quality who will champion theproductivity of the team and manage internal and external clients.
If you are anAssociate Manager looking for a global career, do not miss this opportunity!
As a Quality Associate Manager, you will setthe path to success by creating reports that will demonstrate findings whichwill facilitate improvement in design, training, compliance and operations
You are also expected to :
Maintain audit productivity, on time report delivery and establish realizable deadlines to meet targets
Create an environment measured by quality-based results
Coordinate and assist in the delivery of staff training
Serve as point of contact for quality issues and questions.
Prepare QA / CSAT reports and interact with operations and support groups regarding quality improvements.
Provides performance feedback and input to all monitored calls to increase service quality real time discussion
Attend internal and external call calibration sessions as required
Identify and highlight failure modes in the process and identify unethical practices / behavior and highlight it to Quality Manager / Account Manager
Generate the QA reports and communicate the same to the Quality Manager / Account Manager
Report / discuss center wide opportunities to the Quality Manager / Account Manager
5 years’ experience in the same capacity and at least 2 years in a supervisory position
Typing skills of 30 words per minute with an accuracy of 80%
Basic hardware and networking skills
Excellent communication and presentation skills
Language Proficiency (either foreign language or dialect), if required
Basic knowledge in Excel
Understanding of the quality feedback & reports