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SeniorFull-time
Salary Range
$14,586 - $19,734 /year
This salary is estimated based on similar roles. The actual salary may vary.
β’ Prepare weekly Sampling Plan and share with the CE team.
β’ Ensure that all types of transactions are monitored.
β’ Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
β’ Ensure Sampling Adherence is met MIPs are implemented if required.
β’ Track if the QAs are providing appropriate feedback basis the audits to improve consultantβs ability to perform better.
β’ Keep checking the QA's accuracy by doing ATA and Calibration.
β’ Be a consultant and advisor to the QAs to clarify on parameters during need.
β’ Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
β’ Analyse monitoring data to identify program level issues and opportunities.
β’ Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
β’ Drive quality awareness programs and performance improvement projects.
β’ Work in a collaborative manner with stakeholders β various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
β’ Team Player - Ensure employee satisfaction.
β’ Build a positive working atmosphere within the team and engage the team members with employee engagement models.
β’ Build competencies within the team so they can pick up additional responsibilities/move to the next level.
β’ Look at ways to reduce waste and increase efficiency β Use process mapping techniques, quality tools to increase utilization, performance.
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About Sutherland
Sutherland is a global leader in digital transformation and technology services, specializing in helping organizations navigate the complexities of modern business through innovative solutions. Headquartered in the United States, the company has established a strong presence across multiple continents, offering expertise in automation, artificial intelligence, and customer experience management. Founded in 1998, Sutherland has grown from a regional service provider into a multinational corporation, driven by a commitment to leveraging cutting-edge technology to solve real-world business challenges. The company operates at the intersection of technology and customer engagement, serving clients across various industries including financial services, healthcare, and telecommunications. Sutherlandβs core offerings include robotic process automation (RPA), artificial intelligence (AI) solutions, and customer experience (CX) platforms designed to enhance operational efficiency and customer satisfaction. Their services are characterized by a focus on scalability, integration with existing systems, and measurable outcomes. Key features of their solutions include advanced analytics, omnichannel support, and bespoke consulting to tailor strategies to client-specific needs. The company primarily targets large enterprises and mid-sized businesses seeking to streamline processes, reduce costs, and improve customer interactions through technology-driven initiatives. Their solutions are particularly valued by organizations undergoing digital transformation or looking to optimize their customer service operations. Sutherland has achieved significant recognition in the industry, including multiple awards for innovation in automation and customer experience. The company is positioned as a trusted partner for businesses aiming to harness the power of AI and automation to drive growth and efficiency. A notable aspect of Sutherlandβs value proposition is its emphasis on ethical AI and sustainable practices, ensuring that technological advancements align with corporate responsibility and long-term business goals. This commitment, combined with a global delivery model and a highly skilled workforce, enables Sutherland to deliver transformative results for its clients while maintaining a competitive edge in the rapidly evolving tech services landscape.
