Sr. Associate - Customer Experience with Portuguese at Sutherland

Sutherland

Varna, //VARNA, bg·13h ago

SeniorFull-time

Salary Range

$29,835 - $40,365 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

We are seeking a highly motivated Senior Associate - Quality Assurance to join our team. In this role, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction. Your main tasks: • Monitor transactions to identify quality opportunities and drive continual performance improvements. • Provide feedback to team members, client, and leadership. • Be up to date with all processes and changes and share best practices with the team. • Do root cause analyzes of verbatim and customers’ surveys. • Participate in client and internal calibrations. • Perform trainings for new hires, refreshers, upskilling, provide coaching and feedback sessions, lead workshops and huddles. • Join pilots, working groups, round tables with clients and vendors. • Be ready and open to share your ideas and feedback directly. • Can ensure weekend coverage (in rotation).

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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. Sutherland’s 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 Sutherland’s 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.