Quality Analyst

Sutherland
Alexandria
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Skills: ["Attention to detail","Communication","Reporting"]

Support a new sales program in Alexandria by conducting daily structured quality audits per agent, evaluating sales pitch and objection handling, and checking process adherence and compliance. Validate that sales meet program requirements, identify hygiene/documentation issues, and route non-compliant sales through the correction/rejection process. Provide weekly and monthly quality reporting to leadership, including defect themes and completed coaching, and distribute policy updates through approved channels.

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FursaFursa
Sutherland
Sutherland
21 hours ago

Quality Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Support a new sales program in Alexandria by conducting daily structured quality audits per agent, evaluating sales pitch and objection handling, and checking process adherence and compliance. Validate that sales meet program requirements, identify hygiene/documentation issues, and route non-compliant sales through the correction/rejection process. Provide weekly and monthly quality reporting to leadership, including defect themes and completed coaching, and distribute policy updates through approved channels.
Location: Alexandria
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Entry level

Key Responsibilities

  • •Conduct one audit per agent per day, using the Quality MON form, and evaluate sales pitch, objection handling, process adherence, documentation, and customer experience.
  • •Validate sales to ensure program requirements are met.
  • •Check sales for hygiene issues, documentation gaps, and compliance defects, and route invalid/non-compliant sales through correction or rejection processes.
  • •Produce weekly and monthly quality reports for leadership, including quality scores, defect themes, and feedback/coaching completed.
  • •Distribute policy updates and flyers through the approved distribution list.

Key Requirements

  • •Must be fluent in German or French (B1/B2).
  • •B2 English level required.
  • •1-2 years experience as a QA in the BPO industry supporting a sales program (preferred).
  • •Must be able to work onsite in Alexandria.
  • •Ability to use structured quality audit forms to evaluate sales and customer experience.
Experience:BPO
Skills:Attention to detailCommunicationReporting
Languages:GermanFrenchEnglish

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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