Senior Associate Manager - Customer Experience (Senior Quality Lead) At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Senior Associate Manager who will lead, develop, and motivate a high-performance team of support professionals. If you believe you have what it takes and you are ready to take the next step in your career, come work with us! Job Description Sutherland is seeking a reliable and detail-oriented person to join us as Senior Associate Manager Customer Experience. 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! Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction. Strengthen relationships: Establish and maintain communication with clients and/or team members, understand needs, resolve issues, and meet expectations. Keep management updated: Relay important information in the form of timely and accurate reports. Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations. Qualifications Our most successful candidates will: Have advanced-level knowledge of Excel. English level B2 or above. At least 1 year of experience in this role or similar roles in the BPO industry. Be able to work in a fast-paced environment. Be proactive in developing trust and professional rapport with employees and team members, work as a team player. Have strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements. Have strong verbal and written communication skills, be able to communicate in a clear, constructive, and professional manner. Additional Information This position is located on-site in Barranquilla. #J-18808-Ljbffr