Sr. Associate - Customer Experience

Sr. Associate - Customer Experience

Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

Job Description

Key Roles & Responsibilities:

• Conduct regular quality audits of customer interactions (calls, emails, chats) to assess compliance with process guidelines, regulatory requirements, and service quality standards.
• Ensure compliance with bank policies, regulatory standards, and data security protocols during quality evaluations.
• Support calibration sessions with stakeholders to align quality standards and expectations.
• Develop and maintain quality scorecards, reports, and dashboards to track team performance and quality metrics.
• Assist in training and onboarding of new customer support agents by sharing quality insights and best practices.
• Coordinate with different departments like HR, Training, etc. to resolve QA issues.
• Development of skills – through classroom and on the job training

Qualifications

Technical Skills Requirements:

• Minimum 1 year of experience in the Quality Analyst role, if hired externally.
• No QA experience is mandatory for Internal candidates.
• Prior experience supporting American banking clients or financial services is highly desirable.
• Possesses high standards of written and verbal English, demonstrating strong communication & clarity; should meet a minimum proficiency level of B2 on the Common European Framework of Reference for Languages (CEFR) scale or its equivalent in both SVAR & Writex.
• Strong analytical and observational skills to evaluate customer interactions effectively. Good knowledge of Data Analysis
• Proficiency in MS Office (Word, Excel, PowerPoint)
• Customer-oriented in managing communications and complaints
• Familiarity with quality monitoring tools and customer service platforms used in contact center environments.

Additional Information

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