Sutherland

2 weeks ago

Associate Manager-Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead quality assurance activities for customer interactions by planning weekly sampling, monitoring transactions, and ensuring audits (live, recorded, and side-by-side) follow COPC recommendations. Review QA performance through ATA and calibration, provide feedback to improve consultant capability, and analyze monitoring data to surface program issues and opportunities. Partner with Service Delivery and Training on insights, drive quality awareness and performance improvement projects, and support team satisfaction and efficiency initiatives.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Prepare weekly sampling plans and share them with the CE team.
•Ensure transactions are monitored and that live, recorded, and side-by-side audits are completed per COPC recommendations.
•Track QA feedback effectiveness and improve consultant performance; maintain QA accuracy via ATA and calibration.
•Perform frequent QA reviews and communicate insights from monitoring and analysis to stakeholders like Service Delivery and Training.
•Drive quality awareness and performance improvement projects, and build team atmosphere, employee engagement, and competencies.

Key Requirements

•At least 2-3 years of Quality Supervisor experience.
•Minimum 3-5 years of quality assurance experience, preferably in a call center or customer service environment.
•Proficiency in MS Office applications and quality management software.
•Strong analytical and problem-solving skills to interpret complex data and identify trends.
•Excellent verbal and written communication skills to provide constructive feedback and coach team members.

Experience:3-5 yearsCall centerCustomer service

Skills:Analytical thinkingProblem-solvingCommunicationCollaborationAttention to detail

Certifications:Six Sigma

Languages:English

Tech Stack:MS Office

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Sutherland

2 weeks ago

Associate Manager-Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Prepare weekly sampling plans and share them with the CE team.
•Ensure transactions are monitored and that live, recorded, and side-by-side audits are completed per COPC recommendations.
•Track QA feedback effectiveness and improve consultant performance; maintain QA accuracy via ATA and calibration.
•Perform frequent QA reviews and communicate insights from monitoring and analysis to stakeholders like Service Delivery and Training.
•Drive quality awareness and performance improvement projects, and build team atmosphere, employee engagement, and competencies.

Key Requirements

•At least 2-3 years of Quality Supervisor experience.
•Minimum 3-5 years of quality assurance experience, preferably in a call center or customer service environment.
•Proficiency in MS Office applications and quality management software.
•Strong analytical and problem-solving skills to interpret complex data and identify trends.
•Excellent verbal and written communication skills to provide constructive feedback and coach team members.

Experience:3-5 yearsCall centerCustomer service

Skills:Analytical thinkingProblem-solvingCommunicationCollaborationAttention to detail

Certifications:Six Sigma

Languages:English

Tech Stack:MS Office

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor