About the company
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients' and customers. We employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from data and summarize it into actionable insights for managers.
Responsibilities
- Look after the overall activities of the program Quality Analyst (QA) Team, including QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
- Champion program implementation of Continuous Improvement Framework
- Own deployment and completion of QA delivery plan for the program
- Use observations and Quality Analyst (survey) results to improve performance
- Implement standard Quality practices for the program that enable delivery of exceptional customer experience measured through survey returns
- Manage team productivity and effectiveness using a structured approach to manage performance
- Deliver process-level insights to stakeholders and have expertise in data analysis using QA
- Execute people development initiatives for QA Specialists
- Communicate with all program stakeholders (clients/department heads and members) to represent QA Team
Requirements
- At least 2 years leadership experience handling a Quality team, including client management
- Creativity, proactivity, and a bias for action
- Experience with marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, an eye for details
- Experience aggregating and analyzing customer feedback is preferred; prior experience collecting and analyzing information or data is a foundational requirement
- Ability to inspire others to action and to influence without authority
- Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
- Passion for learning/learning agile
- Excellent written communication skills
- Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
- Exceptional research skills
- Attention to detail and excellent organizational skills
Conditions
- Full-time position
- All information will be kept confidential according to EEO guidelines