Company Description: Sutherland is seeking a reliable and technical person to join us as SME PS (Program specialist). We are a group of hard-working and energetic 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! Job Description: - The main job of an SME – Customer Experience would be to monitor the calls/chats handled by Customer Care Representatives (CSR) based on pre-defined parameters, to identify opportunities for improvement in those transactions. The objective would be to continuously drive better quality of the customer interactions in the process that lead to customer satisfaction and fulfil the Quality benchmarks set by Client for Sutherland. The responsibility of the SME is to ensure the facts and details are correct so that the project’s/program's deliverable(s) will meet the needs of the stakeholders, legislation, policies, standards, and best practices. - Monitoring calls/chats as per defined sample plan and targets - Preparing necessary monitoring and ad hoc reports - Attend Calibration Sessions with Client and internal. - Attend Client and Internal Reviews - Support scheduled Trainings - Documentation as per requirement - Report out any ZT cases and take necessary action. - Do RCA and take corrective actions for defects identified during monitoring. - Drive MIP for repeated errors or critical errors. Qualifications: - Six months experience in process transformation and no disciplinary actions - Ability to work in MS Office - Verbal and written proficiency in English (B2) - Ability to work in a fast-paced environment. - Pro-active ability in developing trust and professional rapport with employees and team members; work as a team-player. - Strong analytical skills, be able 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. Additional Information: All your information will be kept confidential according to EEO guidelines.