Sutherland Global Services

Sr. Specialist-Quality

3 weeks ago
Job ID
2017-32903
Category
Operations - Quality
IN-Thane (W),

Overview

Sutherland is seeking an attentive and analytical person to join us as a Senior Quality Specialist to be responsible for overseeing the quality of calls and customer service delivery. We are a group of dynamic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Responsibilities

  • Keep management updated: Relay important information in the form of timely and accurate reports
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
  • Take the lead: Monitor calls/chats/e-mails as per defined sample plan and targets; report out any ZT cases and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive quality awareness and improvement initiatives across program

Qualifications

Education Requirements: Graduate

Experience Requirements: Experience in customer handling role preferably in Retail Segment

 

To succeed in this position, you must:

 

  • Be attention to details
  • Be able to work in a fast-paced environment
  • Have good working knowledge in MS Office applications
  • Be able to adjust quickly and smoothly to changing priorities and conditions
  • Have ability to interpret data, identify trends, and make suggestions for improvements
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

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