Sutherland Global Services

Sr. Specialist - Quality Analyst

2 weeks ago(1/8/2018 2:38 AM)
Job ID
Operations - Quality
IN-MH-Thane Belapur Road, Airoli, Navi Mumbai


Sutherland is seeking an attentive and detail-oriented person to join us as a Quality Analyst. We are a group of hard-working and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!


  • Keep management updated: Relay important information in the form of timely and accurate reports
  • Define Sutherland’s reputation: Oversee and carry-out quality checks per client parameters; ensure accurate reporting and documentation
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
  • Uphold standards: Perform quality and accuracy checks for process documents by team members; monitor transaction; meet the Q-Rep minimum skills requirements; attend call calibration sessions


Experience Requirements: Experience in customer handling role; minimum 6 months experience in handling calls


To succeed in this position, you must:


  • Be able to work in MS Office applications
  • Be able to work in a fast-paced environment
  • Be able to identify and highlight Failure Modes in the process
  • Be customer-oriented in managing communications and issues
  • Be able to identify unethical practices/behavior and highlight it to Quality Manager / Quality Team Lead
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner


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