Sr. Quality Manager | Power BI & Reporting

Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive 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!Customer Experience Managers in this role get to:Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity - and so that the manager can champion the voice of the customer.Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers.Built a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.Create a quantifiable increase in Customer Experience: This critical team member will also collaborate with other team members and the business to improve results.Take ownership of customer feedback: and take action to prevent or mitigate them before they affect any other customers.Assure control: track and report monthly KPIs Team, track and report CX Pillars quarterly. Perform Ad Hoc requests for data, special reports, and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success. Monitor and take action on Customer Surveys.Manage and create projects/initiatives: track data and identify trends.Perform Project Management Activities: such as help to identify potential value-added projects.Perform Team Management Activities: Participate in the sourcing, attracting, selection, onboarding, and managing of interns.Engage in onboarding, training, and developing of CX interns. Escalate opportunities for quick wins when a new pattern of issues emerges.Our most successful candidates have:Creativity, proactivity, and have a bias for actionExperience with marketing, organizational development, psychology, or customer experienceExceptional project leadership skills, an eye for details, and good-old-fashioned common senseExperience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirementAbility to inspire others to action and to influence without authority is absolutely necessaryAbility to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or designPassion for learning/learning agileExcellent written communication skillsGood computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, ExcelExceptional research skillsThe ability to exude a professional demeanor and appearanceAttention to detail and excellent organizational skillsThe ability to function in a fluid environment, with fast change, and fast prototyping and designA degree in Marketing, Organizational Development, Psychology, Customer Experience, or a related field is preferred, but not requiredPrevious track record of success in customer experience management may be substituted for educationBachelor DegreeAt least 2 years of work experience in the same capacity or At least 4 years of Supervisory experience