Sr. Associate Manager - Customer Experience (Disability Claims)

Company Description

Sutherland is seeking a leadership-oriented and self-motivated person to join us as Associate Manager -Customer Experience/Quality. 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!

Job Description

Key Responsibilities:

1. 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.
2. 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.
3. Reporting and Process Improvement:...