We are seeking a highly motivated Senior Associate - Quality Assurance to join our team. In this role, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction.
Your main tasks:
Monitor transactions to identify quality opportunities and drive continual performance improvements.
Provide feedback to team members, client, and leadership.
Be up to date with all processes and changes and share best practices with the team.
Do root cause analyzes of verbatim and customers’ surveys.
Participate in client and internal calibrations.
Perform trainings for new hires, refreshers, upskilling, provide coaching and feedback sessions, lead workshops and huddles.
Join pilots, working groups, round tables with clients and vendors.
Be ready and open to share your ideas and feedback directly.
Can ensure weekend coverage (in rotation).
Fluency in Romanian and English at level B2 or higher.
Be enthusiastic and eager to learn.
Enjoy working in a dynamic environment and be flexible to change.
Any experience with Google Docs, Sheets and Deck and related Google programs is a plus.
Possess analytical thinking and be keen on working with data.
QA support expertise is an advantage.
What we offer:
Job details are sourced from the employer's original posting.
Open job postingAbout the company
About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results.