Job Description
Sutherland is seeking an attentive and goal-oriented person to join us as an
Associate Manager for Quality. We are committed in creating a dynamic work
environment that is professionally challenging and personally rewarding. Our
team is composed of forward-thinking and strategic-thinking individuals and we
are looking to add an Associate Manager for Quality who will champion the
productivity of the team and manage internal and external clients. If you are
an Associate Manager looking for a global career, do not miss this
opportunity!
Qualifications
As a Quality Associate Manager, you will set the path to success by creating
reports that will demonstrate findings which will facilitate improvement in
design, training, compliance and operations You are also expected to: -
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 Metrics/KPI
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 Manage
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