Director of Quality

The Director for customer experience owns the deployment of Sutherland’s quality framework in the assigned programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of Sutherland IT platforms to drive our strategic business goals. Listed below is a summary of the responsibilities, but not limited to

1. Design and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve their client retention, issue resolution, revenue generation, etc.
2. Continuously improve the customer satisfaction, quality, and sales KPI’s, thru the effective deployment of the CIP framework to deliver a 50% reduction in all defect types.
3. Deliver a 15% increase in share of wallet in our key strategic accounts with quality coverage, thru reduction of customer effort and touchpoints per resolution.
4. Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.
5. Ensure that all CE managers in the geo have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.
6. Implement a monthly cadence of reviewing the business insights from CIP with the service delivery / account team to ensure complete alignment with the evolving customer expectations.
7. Ensure cross functional actioning of the CE business insights generated, to prevent recurrence and drive improvement in the Customer experience.
8. Build the CE team’s skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs.
9. Represent the Sutherland customer experience function in internal and external forums.
10. Perform any other assigned tasks as required by the leadership team.

Job Qualifications

Qualifications (Knowledge, Skills & Abilities):

1. Hands-on experience in Retail Vertical

2. A strong background in BPO/BPT (US)

3. Experienced in customer research, business analytics and continuous improvement
4. Hands on experience in driving change management in a large matrix’ d environment

5. Lean Six Sigma/CI Methodologies/Design Thinking trained and certified.

6. Strong Lateral Work Experience in other functions like Service Delivery, Training, etc.
7. Excellent presentation and facilitation skills for group sessions.
8. Possess strong planning, organizational and execution skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently.
9. Strong written and verbal communication and interpersonal skills.

Education and Experience

• Professional degree or an MBA in Operations or the relevant experience

• Min 5 years in the US Retail BPO/BPT industry

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• Min 6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment.
• An entrepreneurial mindset that is able to navigate through ambiguity and continuously evolving business needs.
• Ability to represent the function and company in client interactions (online and face to face).