Director - Quality

2 weeks ago


مصر, Egypt Sutherland Full time

Position Summary

The Director for customer experience owns the deployment of Sutherland’s quality framework in a cluster of programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of Sutherland IT platforms to drive our strategic business goals.
- Design and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve their client retention, issue resolution, revenue generation, etc.
- Continuously improve the customer satisfaction, quality, and sales KPI’s thru the CIP framework to deliver a 50% reduction in all defect types.
- Deliver a 15% increase in share of wallet in one key strategic account with quality coverage thru reduction of customer effort and touchpoints per resolution.
- Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.
- Ensure that all CE managers in the Cluster have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.
- Implement a weekly cadence of reviewing the business insights with the service delivery / account team to ensure complete alignment with the evolving customer expectations.
- Ensure cross functional actioning of the CE business insights generated, to prevent recurrence and drive improvement in the Customer experience
- Represent the Sutherland customer experience on internal and external forums
- Perform any other assigned tasks as required by the leadership team.

**Qualifications**:
Job Qualifications

**Qualifications (Knowledge, Skills & Abilities)**:

- A strong background in Customer Experience management, data analysis and continuous improvement
- Lean Six Sigma/CI Methodologies/Design Thinking Certified & Trained
- Experience with evolving technologies in the areas of Service Monitoring/Data, Analytics
- Prior Work Experience in other functions like Service Delivery, Training, etc.
- Excellent presentation and facilitation skills for conducting group sessions
- Possess strong planning and organizational skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently
- Superb written and verbal communication and interpersonal skills

Education and Experience
- Professional degree or a degree in Operations / Statistics or work experience
- Min 10 years in the BPO industry with at least 2 different customer management roles; a strong understanding of CLM and BLM BPO operations.
- Min 6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment
- An entrepreneurial mindset that is able to navigate through ambiguity and continuously evolving business needs

Principle Accountabilities
- Responsible for enhancing the **Customer Effort Analysis**, Insights & Action Planning for the one strategic account in the geo. Driving improvements across the customer’s touchpoints, time to resolution, repeats, transfers and boost revenue generation for the client.

**20%**
- Design & Implement the CI framework 2.0 to improve results as a result of partnering with CLS, SD & TA. This includes ownership to identify opportunities for mistake proofing, limitations due to client policies and processes, etc.

**20%**
- Lead the CE_Operations, including client engagements as an executive owner for 1 key strategic account globally

**10%**
- Lead and drive initiatives to deliver improvements in the bi-annual Client NPS for Sutherland.

**10%**
- Monthly analysis of emerging trends to identify the shift in performance, new trends in issues handled, cost of support, general KPI’s.

**10%**
- Partner with the geo service delivery team to drive excellence in operations (reduction of customer effort and touchpoints per resolution) to deliver a 15% increase in the share of wallet in the assigned strategic account

**10%**
- Leads activities related to **Succession Planning & Talent Development** initiatives in the geo

**10%**

Key Competencies

**COMPETENCIES**

**LEVEL**

**CORE DESCRIPTION (not limited to)**

**KEY MANIFESTATIONS (not limited to)**

**Domain Expert**

Intermediate
- Provides thought leadership on various aspects of the Customer experience role
- Problem solving skills

**Effective Presenter**

Intermediate

Creates a narrative, motivates, and inspires others. Great story telling skill. Expert presentation skill across mediums.
- Quickly evaluates the skill level of the audience and adapts the presentation style
- Engages the audience
- Meticulous pre-work / preparation

**Efficient Execution**

Advanced

consistently identifies and implements time/cost savings while retaining a focus on quality.
- Extensive planning, documentation and tracking of progress
- Adherence to timelines and commitments

**Intellectual Horsepower**

Intermediate

possesses top tier capaci



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