Position: Quality Assurance Assistant Manager

Account: Disability Claims

Required Headcount: 1

Location: Taguig

Work Set-up: ONSITE (Willing to work onsite in Taguig)

Salary: 65K- negotiable depending on experience

Start Date: ASAP



Sutherland is seeking an attentive and goal-oriented person to join us as a Associate Manager – Reporting / Reports Analyst Supervisor. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! We are looking for a Reports Analyst. Candidates should be analytical and excellent communicators with quantitative skills.



QUALIFICATIONS:

Our most successful candidates will have:

• Experience in healthcare specifically in Disability Claims.

• Has good people management experience.

• Bachelor’s degree in business administration, Quality Management, or related field

• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment

• Proficiency in MS Office applications and quality management software

• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends

• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members

• In-depth knowledge of call center operations, performance metrics, and quality standards

• Experience in developing and implementing process improvements

• Understanding of regulatory compliance requirements in customer service

• Demonstrated leadership skills and ability to work collaboratively in a team environment

• Ability to multitask and work efficiently in a fast-paced, dynamic environment

• Strong attention to detail and commitment to maintaining high-quality standards

• Certifications such as Six Sigma or those focused on quality management are highly advantageous

• Experience with data analysis tools and reporting software is a plus



KEY RESPONSIBILITIES:

Performance Analysis and Quality Assurance:

•    Analyze customer interaction data to identify trends and areas for improvement.

•    Ensure agents adhere to company policies, procedures, and regulatory guidelines.



Feedback and Coaching:

•    Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.

•    Develop training materials and support training programs to improve agent performance.



Reporting and Process Improvement:

•    Document quality issues and performance metrics for management review.

•    Identify and implement process improvements to enhance efficiency and customer satisfaction.



Collaboration:

•    Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.



Essential Skills:

•    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



**BPO experience is mandatory 

**At least 3 years of Quality Assurance experience in the BPO setting is required**

**Most recent experience should be in Quality Assurance in the BPO setting**

**At least 1 year of Disability Claims experience in the BPO setting is required**

**People management experience is required**

**Senior Associate Manager-Customer Experience**





PRESCREENING NOTES:

BPO experience:

Years of relevant experience:

Educational attainment:

Salary expectation:

Last drawn salary:

Notice period:

Availability for the work setup and schedule:

Current location: