Installation quality specialist

Descripción del cargo

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

JOB DESCRIPTION

The Installation Quality Specialist II supports the enhancement of installation quality by managing a queue of technical issues, analyzing installation data for trends, and troubleshooting problems across client platforms. They also collaborate with cross-functional teams to improve internal tools and processes.
________________________________________
Key Duties and Responsibilities:
• Audit installation data and invoices for completeness, accuracy, and adherence to standards for both managed and self installations.
• Investigate recurring install issues and recommend remediation steps.
• Provide SME knowledge and expertise on installation enablement systems to the organization.
• Perform user acceptance testing on Product releases for installation enablement systems.
• Coordinate directly with internal teams and external vendors to resolve installation discrepancies, providing internal and external customer support as needed.
• Track and analyze install quality metrics; share trends and flag risks proactively.
• Proactively propose data driven solutions and contribute to installation improvement projects.
• Assist in refining documentation, checklists, or workflows to enhance process efficiency.
• Provide peer support and contribute to cross-team enablement.
________________________________________
Desired Experience and Qualifications:
• Minimum 2 experience in a technical or customer support role diagnosing and troubleshooting issues.
• Bachelor’s degree or equivalent experience.
• Working knowledge of SQL, or similar relational database.
• Previous experience using web-based tools or CRM.
• Highly organized and detail oriented; ability to identify and solve problems using defined processes and procedures.
• Excellent written and verbal communication skills; able to communicate effectively with cross-functional teams.
• Ability to work effectively and professionally across multiple departments and levels of the organization.