AVP, Customer Experience Country Head
Sutherland
Taguig, Manila, PH
3d ago

Job Description :

The Quality Country Head Role Overview :

Quality Country Head is responsible for overall operations of Quality Team in the Geo.

Regional Owner of People Enablement and Functional Excellence of Quality Team for the Country / Region.

Owner of Performance Analysis Framework feeding into CI Operational Guidelines.

Overall single owner of all people driven decisions involving headcount, management spread and performance management of the Quality Team.

Represent Sutherland Global Services and Quality Service Offerings to potential clients and existing clients.

Represent Quality Team as part of Senior Leadership Reviews and Decision-Making Process.

Budget Owner for the Region.

Qualifications :

Our most successful candidates have :

  • 14+ years in BPO / ITES and or Service Excellence / Quality Management
  • Six Sigma Green Belt Certified. Preferably LSBB Trained or Certified
  • Extensive knowledge of ITES / BPO with in depth understanding of Customer Experience dynamics
  • Minimum 6+ years of experience in leading cross functional teams with complex Matrixed Organizations
  • In depth knowledge of standard Analytics Tools and Processes used in Quality Management Industry Wide
  • Excellent presentation skills and ability to influence decisions working with Top Management
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