Sutherland Global – Call Center Jobs

Senior Manager/Manager-Quality
(Bicol Region, Central Luzon, National Capital Reg, Northern Mindanao)

Responsibilities:
ROLE SUMMARY

Will assist the Quality Director or Senior Manager in performing quality assurance functions in process analysis, improvement measures, action planning, coaching and mentoring. Will also be responsible to drive and manage quality initiatives across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Quality
 Meet or exceed all quality initiatives/goals by ensuring processes are inspected regularly
 Inspect QA work to ensure accuracy, thoroughness, and professionalism
 Will be the COPC Implementation partner for Philippines
 Ensure monitoring calibration sessions are held as per client’s requirements
 Ensure QA forwards quality updates and reports sent by client QM, create internal reports and communicate to the floor and training timely, accurately, and consistently
 Deliver flawless customer management services that provide results to our clients
 Continuously improve all aspects of our services and management system
 Formulate quality strategies with client & operations
 Set goals and objectives for the team & develop action plans
 Strategize and develop reward programs and incentive plans to enhance team performance.
 Accountable for the identification of training needs of the team with data from Quality and for fulfilling those and ensuring a development plan
 Plans and develops data management strategy to ensure maximum database utilization.
 Functions as link between Sutherland and client in terms of performance metrics updates, commitment and data management
 Identifies problems, analyzes trends and implements corrective and preventive actions
 Implements business operation and service solutions utilizing the continuous improvement process
 Regularly achieve and exceed client service level agreements and quality/customer satisfaction targets

2. Education & Training
 Educate and train Operations Managers/Supervisors on quality processes, techniques, and tools

3. Coordination & Communication
 Coordinate closely with client & the Performance Management group
 Communicate quality and training issues with client & Sutherland operations and support groups

4. Management
 Monitors Quality Supervisor/Manager performance and updating their records on a regular basis.
 Enforce all company policies and procedures.
 Maintain all related quality records and reports.
• Maintains records and prepares statistical reports to evaluate performance of instructors and monitor progress of trainees.
• Define and implement measurement systems to monitor and report QA effectiveness.

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Communication Skills
 Provide effective communication and feedback to staff
 Prepare and present both written and verbal communication to clients and colleagues alike
 Communicate effectively, at short notice and under pressure.

Staff Management and Development
 Maintain a positive work environment
 Mentor and develop direct reports
 Assist in the identification of staff training requirements
 Properly set client expectations and proactively manages project scope
 Develop rapport and trust
 Act decisively to solve people problems
 Delegate to staff and holds them accountable

Client and Account Management
 Develop client relationships
 Demonstrate confidence in managing client resources
 Capable of complex scenario analysis and planning of contingencies
 Rapidly get to the root cause of issues
 Design appropriate analysis and works with team to implement analysis
 Responsible for meeting client Service Level Agreements for training and quality

Planning and organizing
 Deliver reports and deliverables on time as requested by the client and Sutherland
 Review and evaluate the service levels achieved by the group and of project plans.
 Ensure that the team is sufficiently- staffed to provide a quality service for the team and client.
 Plan the monitoring of staff performance

Working to Objectives/Results Orientated
 Play a lead role in the quality team
 Recover quickly from set backs
 Define and manages achievement of client performance objectives
 Driven by results
 Keep all commitments made to Sutherland and the client
 Consistently demonstrate sound judgment
 Maximize revenue and measure costs for group

Technical or specific skills
 Proficient with spreadsheets and word processing software
 Fluent English communication skills both written and spoken
 Proven leadership skills
 Counseling and coaching skills
 Effective business, proposal and report writing
 Analytical and problem solving skills
 Excellent customer service skills

EDUCATION & EXPERIENCE

 University Degree; MBA degree/units preferred
 Minimum 3 years of related experience in a Contact Center or Customer Service industry
 Minimum 5 years of working in a quality assurance function
 COPC and Six Sigma experience or certification is a plus
 Previous Product and Client responsibility experience
 Experience in negotiation and diplomacy
 Ability to analyze statistical information
 Willing to work on US hours regularly

Company Name :
Sutherland Global Services Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
25/F Export Bank Bldg. Chino Roces Cor Gil Puyat Ave. Makati City 1200
WebSite :

http://www.sutherlandglobal.com

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