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 DescriptionWe are seeking an Associate Manager of Quality and Compliance to join our dynamic team in Tarlac City, Philippines. In this role, you will be responsible for driving customer satisfaction and loyalty by optimizing our customer experience strategies and processes. You will work collaboratively with various teams to ensure the delivery of exceptional customer service across all touchpoints.
Lead and mentor a team of Quality specialists, fostering a collaborative environment.Oversee monitoring and evaluation of customer interactions. Ensure adherence to compliance guidelines and quality standards.Develop and maintain quality evaluation programs aligned with KPIs such as FCR, NPS, CRT, and compliance.Conduct regular calibration sessions with coaches, trainers, and stakeholders to align feedback and scoring standards.Analyze call quality trends and data, prepare reports for management, and identify process improvement opportunities.Conduct root cause analyses of recurring quality issues and lead corrective/preventive actions in partnership with Operations and Training.Address escalations related to quality concerns, and coordinate resolution efforts with cross-functional teams.Collaborate with cross-functional teams to implement process improvements and resolve customer issuesQualificationsBachelor's degree in Business Administration, Customer Experience Management, or a related field2-5 years of experience in customer service, quality assurance, or customer experience managementProven track record of implementing successful customer experience initiativesStrong analytical skills with the ability to interpret complex data and identify trendsExcellent verbal and written communication skillsProficiency in MS Office applications, CRM systems, and quality management softwareIn-depth knowledge of customer experience metrics, measurement techniques, and industry best practicesExperience in process improvement methodologiesUnderstanding of regulatory compliance requirements in customer serviceDemonstrated leadership skills with the ability to coach and motivate team membersStrong problem-solving skills and attention to detailAbility to multitask and work efficiently in a fast-paced, dynamic environmentExperience with data analysis tools and reporting software is a plusAdditional InformationAll your information will be kept confidential according to EEO guidelines.