Quality & Performance Analyst

Sutherland Global; Mandaluyong; On-site; PHP 279,000 - 390,600; Full time

Job summary

Sutherland Global in Mandaluyong, Philippines is seeking a Quality Assurance Specialist to conduct audits and evaluate customer interactions. The ideal candidate will possess 1-2 years of experience in quality assurance or technical support, showcasing strong analytical skills and proficiency in Microsoft Office applications.

This role involves providing actionable feedback, generating quality reports, and ensuring compliance with established standards to enhance overall performance. Candidates should be detail-oriented, organized, and able to work flexible shifts if required.

Qualifications

• Minimum 1-2 years of experience in Quality Assurance, Customer Service, Technical Support, or BPO Operations.
• Strong understanding of quality monitoring and coaching methodologies.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Responsibilities

• Conduct regular audits of customer interactions across various support channels.
• Provide actionable feedback based on quality assessments.
• Generate quality reports and analyze metrics for process improvement.
• Ensure compliance with client requirements and participate in process improvement projects.

Skills

Quality monitoring

Coaching

Analytical skills

Microsoft Office

Education

Bachelor's degree or equivalent experience

Tools

Quality management tools

Job description

Sutherland Global in Mandaluyong, Philippines is seeking a Quality Assurance Specialist to conduct audits and evaluate customer interactions. The ideal candidate will possess 1-2 years of experience in quality assurance or technical support, showcasing strong analytical skills and proficiency in Microsoft Office applications.

This role involves providing actionable feedback, generating quality reports, and ensuring compliance with established standards to enhance overall performance. Candidates should be detail-oriented, organized, and able to work flexible shifts if required.