Lead - qa

Company 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 transactions to ensure accurate and consistent information is provided to the customer. The Quality Specialist’s key focus is to evaluate transactions to ensure all required processes and guidelines are followed to deliver the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.

Job Description

Responsibilities:

Complete all assigned transaction evaluation and attend all internal and external calibration sessions as assigned. 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; understand needs, resolve issues, and meet expec...