Job Description

Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals. This individual is responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned. Quality Analyst in this role get to: 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.

Qualifications

Our most successful candidates should have:

Experience with process documentationBe able to work in MS OfficeHave advanced-level knowledge of ExcelBe able to work in a fast-paced environmentBe pro-active in developing trust and professional rapport with employees and team members; work as a team-playerHave strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvementsHave 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.