Sr. Associate Manager - Customer Experience (Disability Claims)

Sutherland is seeking a leadership-oriented and self-motivated person to join us as Associate Manager -Customer Experience/Quality. 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!

Key Responsibilities:

• Performance Analysis and Quality Assurance:

• Analyze customer interaction data to identify trends and areas for improvement.
• Ensure agents adhere to company policies, procedures, and regulatory guidelines.

• Feedback and Coaching:

• Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
• Develop training materials and support training programs to improve agent performance.

• Reporting and Process Improvement:

• Document quality issues and performance metrics for management review.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.

• Collaboration:

• Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.

Essential Skills:

• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Attention to detail and knowledge of call center quality metrics
• Proficiency in call center technology and quality management software

• Bachelor's degree in Business Administration, Quality Management, or related field
• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
• Proficiency in MS Office applications and quality management software
• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
• In-depth knowledge of call center operations, performance metrics, and quality standards
• Experience in developing and implementing process improvements
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills and ability to work collaboratively in a team environment
• Ability to multitask and work efficiently in a fast-paced, dynamic environment
• Strong attention to detail and commitment to maintaining high-quality standards
• Certifications such as Six Sigma or those focused on quality management are highly advantageous
• Experience with data analysis tools and reporting software is a plus