Quality Analyst

Job Description

Sutherland is seeking a Quality Analyst to support a new program launching in Alexandria!

Quality Analysts ensure consistent customer experience, sales execution, process adherence and compliance through structured audits, calibration, feedback and reporting.

As a QA you'll get to own:

Audit & Monitoring

• One audit per agent per day, equivalent to five audits per agent per standard Monday-Friday week.
• Audit calls using the Quality MON Form.
• Evaluate sales pitch, objection handling, process adherence, documentation and customer experience.

Sales Hygiene & Compliance

• Validate sales to ensure they meet program requirements.
• Check sales for hygiene issues, documentation gaps and compliance defects.
• Identify and route invalid or non-compliant sales through the appropriate correction or rejection process.

Leadership Reporting

Quality sends weekly and monthly reports to leadership, including BQ Management. Reports include quality scores, defects, defect themes, feedback and coaching completed. Policy updates and flyers are distributed to the full flow through the approved distribution list.

Qualifications

• Must be fluent in Spanish or Italian (B1/B2) 
• B2 English Level also required
• 1-2 years experience as a QA w/in the BPO industry supporting a sales program preferred
• Must be able to work onsite in Alexandria

Additional Information

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