Quality Assurance Specialist

6 days ago


Davao City, Davao, Philippines Sutherland Full time
Job Description

Sutherland seeks a diligent individual to fill the role of Quality Analyst.

  • The primary responsibility of the Quality Analyst is to meticulously evaluate customer transactions to ensure accuracy and consistency in information provided to customers.
  • The key focus of the Quality Analyst is to scrutinize transactions to guarantee that all required processes and guidelines are adhered to, thereby ensuring exceptional customer experience and employee engagement, while driving KPI performance above critical goals.
  • This position entails completing assigned transaction evaluations and attending internal and external calibration sessions as assigned.

Key Responsibilities:

  • Define Sutherland's reputation by overseeing performance and service quality to ensure customer satisfaction.
  • Strengthen relationships through effective communication with clients and team members, resolving issues, and meeting expectations.
  • Provide timely and accurate reports to management.
  • Contribute to business growth by developing strategies based on data analysis and keen observations.

Required Skills and Qualifications:

  • Six months' experience in process transformation.
  • Proficiency in MS Office and ability to work in a fast-paced environment.
  • Proactive approach in building trust and rapport with employees and team members; collaborative mindset.
  • Strong analytical skills for interpreting data, identifying trends, and suggesting improvements.
  • Effective verbal and written communication skills; clear, constructive, and professional tone.
  • Experience in Quality Assurance within an Insurance Claims program.

Benefits:

Our ideal candidate will have a strong passion for delivering high-quality results and contributing to our team's success.



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