Director - Customer Experience

Director - Customer Experience

Director - Customer Experience

Director - Customer Experience

Url to apply-

Sutherland Global Services Private Limited3.8(2824 Reviews)

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13 - 20 years

Not Disclosed


Job description

1Role Introduction

The Director CE looks after the strategic aspects of quality management within the Quality team at a site/geo which includes Quality planning, ensuring that the Quality framework is in place, and fostering standardization in all quality practices across all the programs under him/her. Apart from driving the performance of the quality metrics at the site/geo, the Director CE also ensures that the Quality goals are aligned to the business goals and the pathway defined for achieving the business goals through Quality is taken care of.

Technical / Professional Skill Set Required

  • Strong background in managing Quality standards for large contact center operations, with a proven track record of achieving Quality Metric Targets / Thresholds.
  • Effective communicator with experience in interacting with stakeholders internally and externally.
  • Good experience in Transaction Monitoring management like sampling, coaching, creating monitoring forms, verifying the effectiveness of monitoring.
  • Strong analytical ability with knowledge of statistical tools and methods.
  • Excellent Project management skills with the ability to create and execute action plans while working with multiple stakeholders.
  • Be able to identify the right management resources and delegate effectively to achieve Quality KPIs
  • Well experienced with Certification audits like ISO / COPC so that he/she can drive and facilitate the requirements.
  • Should have led or coached projects like Six Sigma, Lean, Kaizen, etc. for improvement.
  • Experienced in Team Development and mentoring through classroom and practical training and projects.


Behavioral attributes

  • Excellent Leadership skills
  • Hard-working, innovative and meticulous
  • Excellent communication skills, both oral and written
  • Good judgment and planning.
  • Out of the Box thinker
  • Good Decision making and Problem-Solving abilities


Key roles and REsponsibilities

1.1 Quality Operations

  • Preparing and reviewing Quality plan to implement Quality process & procedures effectively in assigned site/geo and programs
  • Providing direction to the team on how to manage quality to meet or exceed Quality SLAs and Operational KPIs for the programs at the assigned site/geo.
  • Managing the resources including human and equipment from a high level to deliver Quality flawlessly
  • Responsible for QMS and compliance Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model.
  • Reviewing performance periodically by gathering relevant data, analyses, reports, and insights/trends
  • Drive and remove bottlenecks for continuous improvement initiatives Focus on bringing baseline performance to entitlement and then move towards a new benchmark


1.2. Stakeholder Management

  • Review Program requirements and ensure they are met Look at the program metrics, create and implement an action plan to meet and exceed customer requirements
  • Work in a collaborative manner with stakeholders various touchpoints with stakeholders to discuss performance, partner with the program to deliver excellent service to our customers
  • Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level


1.3. Team Development

  • Development of skills – through classroom and on the job training
  • Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA
  • Use Lean Six Sigma methodology – Work on six sigma and business impact projects, train team members on lean six sigma and quality tools. Mentor team members to pick YB Projects


Industry TypeBPO, Call Centre, ITeS

Functional AreaIT Software - Application Programming, Maintenance

Employment TypeFull Time, Permanent

Role CategorySenior Management


UG :Any Graduate in Any Specialization

Key Skills

Team ManagementCustomer ExperienceQuality