Assoc Mgr Customer Experience for Spotify PHL
Assoc Mgr Customer Experience for Spotify PHL
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Job Description
Sutherland is seeking an attentive and goaloriented person to join us as an Associate Manager for Quality. We are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of forwardthinking and strategicthinking individuals and we are looking to add an Associate Manager for Quality who will champion the productivity of the team and manage internal and external clients. If you are an Associate Manager looking for a global career do not miss this opportunity!
Qualifications :
Qualifications
As a Quality Associate Manager you will set the path to success by creating reports that will demonstrate findings which will facilitate improvement in design training compliance and operations You are also expected to:
Maintain audit productivity on time report delivery and establish realizable deadlines to meet targets
Create an environment measured by qualitybased results
Coordinate and assist in the delivery of staff training
Serve as point of contact for quality issues and questions.
Prepare Metrics/KPI reports and interact with operations and support groups regarding quality improvements.
Provides performance feedback and input to all monitored calls to increase service quality real time discussion
Attend internal and external call calibration sessions as required
Identify and highlight failure modes in the process and identify unethical practices/behavior and highlight it to Quality Manager /Account Manager
Generate the QA reports and communication.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
