Lead - QA

Sutherland; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

Join a forward-thinking company as a Quality Analyst, where your analytical skills will shine! In this pivotal role, you'll evaluate customer transactions, ensuring top-notch service quality and customer satisfaction. Collaborate with teams, communicate effectively, and impact the bottom line with your keen observations and data-driven strategies. If you thrive in a fast-paced environment and are passionate about enhancing customer experiences, this opportunity is perfect for you. Embrace the chance to make a difference and grow your career in a supportive and dynamic workplace.

Qualifications

• 6 months of experience in process transformation is required.
• Strong analytical and communication skills are essential.

Responsibilities

• Evaluate customer transactions to ensure accuracy and consistency.
• Produce effective strategies based on data analysis and observations.

Skills

Analytical Skills

MS Office

Communication Skills

Teamwork

Process Transformation

Job description

Company Description

Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers. The Quality Specialist's key focus is to evaluate transactions to ensure all required processes and guidelines are followed to deliver the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.

Job Description

Responsibilities:

1. Complete all assigned transaction evaluations and attend all internal and external calibration sessions as assigned.

Quality Analyst in this role gets to:

1. Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
2. Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
3. Keep management updated: Relay important information in the form of timely and accurate reports.
4. Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

Qualifications

Our most successful candidates will have:

• Six months of experience in process transformation.
• Ability to work in MS Office.
• Ability to work in a fast-paced environment.
• Proactive ability in developing trust and professional rapport with employees and team members; work as a team player.
• Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements.
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.

Additional Information:

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

Ramping in Mumbai for 130HC (Go-live)