Job closed
Ref: OP618-32
Job description / Role
• Review the processes in the client Contact Center along with the Quality process and ensure implementation
• Prepare Transaction Monitoring Forms(TMFs) for all processes
• Identify, review and communicate the Quality SLAs with the BMS Quality team
• Conduct transaction monitoring and identify coaching opportunities
• Ensure SQMS evaluation forms are updated periodically
• Conduct process calibration sessions
• Develop improvement plans for low performers
• Conduct mock calls in coordination with training team for process trainees
• Certify and accredit nesting waves
• Conduct analysis and execute action plans
• Provide inputs for, update SQMS Coaching forms and participate in coaching sessions; update coaching form template as required
• Maintain professional and consistent communication with the client
• Understand client expectations and guide team to achieve them
• Maintain accurate Quality MIS
• Ensure preparation of daily, weekly and monthly reports
• Ensure reports are sent on time with 100% accuracy
Requirements
Experience in using MS Office Suite
• Experience of 3-5 years in Contact Centre Quality Domain
• Experience in handling a team
• Experience in liaison with technology teams
• Willing to relocate to Al Ain
• Willingness to travel within UAE on job-related activities
• Participate in other activities organized by the client
About the Company
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.