Quality Analyst

4 days ago

Taguig, National Capital Region, Philippines Sutherland Full time
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

This position is responsible for completing all assigned transaction evaluations and attending all internal and external calibration sessions as assigned. The Quality Analyst role encompasses the following critical responsibilities:

  • Uphold Sutherland's reputation through rigorous auditing of teammate call transactions, adhering to the agreed-upon percentage per agent as specified by the client.
  • Meticulously oversee and manage performance in terms of service quality to ensure customer satisfaction and verify process knowledge of teammates.
  • Establish and maintain professional communication with clients and team members to comprehend needs, address issues, and meet quality expectations.
  • Provide timely and accurate reports to management, conveying crucial information regarding quality metrics and performance.
  • Develop and implement effective strategies based on thorough analysis of data reports and keen observations from audited transactions to positively impact operational efficiency.
  • Formulate and execute a comprehensive methodology to define and measure the success of the team's quality performance, benefiting both {NAME} and its clients.
Qualifications

Qualifications:

The ideal candidate must possess:

  • Bachelor's Degree in any discipline (Preferred but not mandatory)
  • Minimum of 2-3 years of experience in quality auditing of live and recorded calls (Experience in Life Insurance Domain is highly advantageous)
  • Demonstrated proficiency in MS Office applications for process transformation
  • Proven ability to excel in a high-pressure, fast-paced environment
  • Exceptional interpersonal skills to develop trust and maintain professional relationships with employees and team members; Strong commitment to teamwork
  • Advanced analytical capabilities, including the ability to interpret complex data, identify significant trends, and propose strategic improvements
  • Superior verbal and written communication skills; ability to articulate ideas in a clear, constructive, and professional manner
  • In-depth knowledge of quality methodologies to define and measure team success
Additional Information

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

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