Sutherland Global Services

Specialist - Quality

2 weeks ago(12/1/2017 6:18 AM)
Job ID
Operations - Quality
BG-Sofia Bulgaria


The main job of a Quality Specialist would be to monitor the calls/chats/e-mails handled by Customer Care Representatives (CSR) based on pre-defined parameters, to identify opportunities for improvement in those transactions and to coach the CSRs on those opportunities. The objective would be to continuously drive better quality of the customer interactions in the process that lead to customer satisfaction and fulfil the Quality benchmarks set by Client for Sutherland


  • Monitoring calls/chats/e-mails as per defined sample plan and targets
  • Provide Coaching and Feedback to CSRs
  • Preparing necessary monitoring and ad hoc reports
  • Attend Calibration Sessions with Client and internal
  • Attend Client and Internal Reviews
  • Attend scheduled Trainings
  • Documentation as per requirement
  • Report out any ZT cases and take necessary action
  • Do RCA and take corrective actions for defects identified during monitoring
  • Drive MIP for repeated errors or critical errors.


  • Experience in customer handling role
  • Verbal and written proficiency in English, second language will be considered as an advantage.
  • Working knowledge in MS Office (Word, Excel, Powerpoint)
  • Ability to interpret data, identify trends, and make suggestions for improvements
  • Customer-oriented in managing communications and issues.
  • Strong verbal and written communication skills.
  • Able to communicate in a clear, constructive, and professional manner
  • Attention to details
  • Able to adjust quickly and smoothly to changing priorities and conditions
  • Pro-active in developing trust and professional rapport with employees



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