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