Quality Analyst Summary
The Quality Analyst at Sutherland global will monitor the interactions handled by Consultants based on pre-defined parameters, to identify opportunities for improvement in those transactions and to coach the Consultants on those opportunities.
The objective would be to continuously drive better quality in the process and fulfil the Quality benchmarks set by Client for Sutherland.
Duties and Responsibilities:
Quality Analyst Quality
Monitoring interactions as per defined sample plan and targets
Provide Coaching and Feedback to Consultants
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.
Drive Quality awareness and improvement initiatives like huddles, etc.
Manage and communicate updates within the program/team
Assist the consultants in case any support required regarding process knowledge.
· Train/Coach new hires on Quality parameters and requirements.
Strong understanding of social media platforms, content moderation and or digital content management work streams.
Verbal and written proficiency in English plus one of the following languages (Hausa, Yoruba, Igbo or Pidgin English)
Working knowledge of G suite tools.
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
Send cvs to: firstname.lastname@example.org
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