Quality Director

The Director for customer experience owns the deployment of Sutherland’s quality framework in the assigned 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. Listed below is a summary of the responsibilities, but not limited to

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 effective deployment of the CIP framework to deliver a 50% reduction in all defect types.

Deliver a 15% increase in share of wallet in our key strategic accounts 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 geo have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.

Implement a monthly cadence of reviewing the business insights from CIP with the service delivery /