Assoc Mgr-Customer Experience

Company Description:

Sutherland is seeking an attentive and analytical, accountable, dynamic & people’s person to join us as an Associate Manager – Service delivery to be responsible for overseeing the customer deliverables, process maintenance & improvement, and people management as a part of 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!

Job Description:

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

Qualifications:

Qualifications: –

• 5 years’ experience in the same capacity
• QA Leadership Experience in a call center environment is a must.
• Healthcare terminology knowledge needed
• Open Availability 

Additional Information:

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.