Lead Customer Experience

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

Role Overview:

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.

• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.

• Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT)

• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes .