Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls, email, chat).                                                                                                                            Quality Audits: Conduct regular audits and assessments of agent performance against a predefined checklist of quality parameters.                                                                                                                                                  Feedback & Coaching: Provide detailed, constructive feedback and coaching to agents to improve their performance and address any quality issues.                                                                                                        Data Analysis: Analyze key performance indicators (KPIs) such as CSAT and FRT to identify trends and pinpoint areas for improvement in service quality.                                                                                                                      Process Improvement: Develop and implement quality assurance guidelines, procedures, and strategies to enhance overall service quality and operational efficiency.                                                                            Reporting: Prepare and present clear, data-driven quality reports to management and stakeholders.                      Collaboration: Work with training teams to enhance training programs and onboard new employees to ensure consistent quality standards.                                                                                                                      Compliance: Ensure that all processes and interactions comply with company policies and regulations. 

Qualifications

Qualifications Required:

Essential: Grade 12Preferred: Tertiary qualification in management or relevant proven contact center experience

Experience, Knowledge, Skills and Attributes Required:

A proven track record of delivering against client, customer and business outcomes2 years’ experience working within BPO - Customer Service3 years of Quality Assurance experience                                                                                             Be able to work in MS Office                                                                                                                 Be able to work in a fast-paced environment                                                                                         Have strong analytical skills                                                                                                                 Have strong verbal and written communication skills

Additional Information

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