Job Description

Job Title: Associate Manager - Customer Experience (Quality) Location: Hyderabad Company Description: Sutherland is seeking a reliable and detail-oriented person to join us as Associate Manager - Customer Experience. We are a group of driven and hard-working 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! Description: The main job of an Associate Manager Quality is to manage productivity of QA and aid in their effectiveness. He/she should be conducting transaction auditing sessions and JMS sessions for Q-reps. He/she must keep the QAs motivated and work as a team, making sure each member understands company policies and guidelines. Associate Managers should possess strong organizational qualities and confidence, with sound communication and customer service skills. They should exhibit courtesy, patience and have a professional attitude when interacting with the QAs as well as customers. Associate managers need to display a strong work ethic, positive attitude and decent leadership skills while working as associates themselves. Qualifications: Technical / Professional Skill Set Required Good knowledge of Quality metrics, their measurements and thresholds / targets Knowledge and clear understanding of critical and non-critical errors in the transactions Good in investigative and business writing skills. Good at creating reports using various tools and applications. Being able to perform risk analysis to the satisfaction of the stakeholders or departments. Basic exposure to statistical tools and approaches, trend analysis & cause analysis Working knowledge of MS Office (Word, Excel & PowerPoint) Behavioral attributes Hard-working, innovative and meticulous Good Decision making and Problem-Solving abilities Team Handling and People Management Skills Very good Communication and analytical skills. Proactive in approach rather than reactive. Additional Information Key roles and Responsibilities Quality Operations Prepare weekly Sampling Plan and share with the QA team. Ensure that all types of transactions are monitored in the programs assigned Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side Ensure Sampling Adherence is met MIPs are implemented if required. Track if the QAs are providing appropriate feedback basis the call audits to improve consultant’s ability to perform better. Keep checking the QA's accuracy by doing ATA and Calibration. Prepare and share Gage R&R report. Be a consultant and advisor to the QAs to clarify on parameters during need. Conduct frequent QA reviews and provide inputs to QA on the areas to be focused Facilitate QA’s to conduct NH trainings during Nesting. Analyse monitoring data to identify program level issues and opportunities Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc. Drive quality awareness programs and performance improvement projects. Stakeholder Management Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level. Team Development Development of skills – through classroom and on the job training Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA