Quality Analyst

2 weeks ago

Taguig, National Capital Region, Philippines Sutherland Full time
Company Description

At Sutherland, we are redefining how businesses perform in the digital age. Powered by Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics, we partner with some of the world's most iconic brands to deliver measurable business results.

With over 200 patented inventions, Sutherland leads digital transformation through a seamless as-a-service model—optimizing operations, reinventing customer experiences, and unlocking new possibilities by combining human expertise with intelligent technology.

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 Sutherland and its clients.
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

Internal Qualifications:

  • Must have FY25 PDP score of Exceeds Expectations (4) or Outstanding (5)
  • Tenure of at least 12 months
  • no Active DA
  • willing to work onsite in Taguig

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