Subject Matter Expert - Permanent Full-Time

Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. We call it One Sutherland.

Job Description

Sutherland is seeking a reliable and detail-oriented person to join us as Subject Matter Expert. 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! Professionals in this role get to:

WORK ON COMMUNICATIONS: Performing weekly effectiveness and efficiency coaching for consultants to ensure team’s productivity. Conduct weekly side-by-side time with consultants. Supporting Team Leaders in setting improvement programs and action plans for consultants. Gathering up-to-date information and integrating feedback into the best practices. Handle escalations.

KNOWLEDGE MANAGEMENT: Informing training, consultants and Ops of any gaps in contact handling. Participating in creation of new procedures, processes, etc. Collecting product information from client. Spreading product knowledge to operations. Update existing procedures. Updating knowledge management database. Handle first level of escalation as needed.

PROVIDE TRAINING: Providing recommendation to assist in creating new training programs. Identifying and reporting any training needs to maintain quality level.

ENSURE QUALITY: Calibrating with TMs, QAs and clients, at regular intervals, monitoring transactions and analyzing transaction monitoring results. Ensuring through follow up that action plan objectives have been met, feedback quality and performance results, coaching,

Qualifications

OUR MOST SUCCESSFUL CANDIDATES WILL HAVE: -

Ability to think outside of traditional role to evaluate business implications.

Ability to interpret data, identify trends and make suggestions for improvements.

Strong verbal and written communication skills; be able to communicate in a clear, constructive and professional manner.

Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.

Additional Information

All your information will be kept confidential according to EEO guidelines.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.