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Sr. Associate Manager - Customer Experience (Disability Claims) at Sutherland
SutherlandTaguig, NCR, ph·1w ago
SeniorFull-time
Salary Range
$14,586 - $19,734 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Quality Assurance Specialist to analyze customer interactions and ensure agents follow company policies. This role focuses on improving agent performance and customer satisfaction.
Key Responsibilities
- →Analyze customer interaction data to identify trends and areas for improvement
- →Ensure agents adhere to company policies, procedures, and regulatory guidelines
- →Provide constructive feedback and coaching to agents to enhance their skills
- →Develop training materials and support training programs
- →Document quality issues and performance metrics for management review
- →Identify and implement process improvements to enhance efficiency
- →Work closely with supervisors and stakeholders to address quality issues
Requirements
- ✓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
