Sutherland

2 weeks ago

Quality Analyst - Web Hosting | Pooling

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Audit customer interactions across calls, chats, emails, and other support channels to evaluate agent performance against scorecards and client requirements. Deliver actionable feedback, run calibration sessions for scoring consistency, and support coaching and targeted action plans. Build daily/weekly/monthly quality reports and analyze CSAT, compliance, and operational KPIs, presenting insights to stakeholders. Ensure adherence to GoDaddy and internal standards while supporting process improvements and root-cause corrective actions.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Conduct regular audits of customer interactions across calls, chats, and emails.
•Evaluate agent performance against quality standards, scorecards, and client requirements.
•Provide actionable feedback and participate in calibration sessions to ensure consistent scoring.
•Generate and present daily/weekly/monthly quality reports and analyze quality metrics and operational KPIs.
•Support compliance, process improvement initiatives, and root-cause corrective action planning.

Key Requirements

•Bachelor’s degree preferred or equivalent work experience.
•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 (particularly Excel and PowerPoint).

Experience:1-2 yearsQuality assuranceCustomer serviceTechnical supportBPO operationsWeb hostingDomain accounts

Education:Bachelor's

Skills:CommunicationCoachingAnalytical skillsProblem-solvingAttention to detail

Languages:English

Tech Stack:Microsoft OfficeExcelPowerPoint

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: 3.5

Website LinkedIn Glassdoor

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Sutherland

2 weeks ago

Quality Analyst - Web Hosting | Pooling

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Conduct regular audits of customer interactions across calls, chats, and emails.
•Evaluate agent performance against quality standards, scorecards, and client requirements.
•Provide actionable feedback and participate in calibration sessions to ensure consistent scoring.
•Generate and present daily/weekly/monthly quality reports and analyze quality metrics and operational KPIs.
•Support compliance, process improvement initiatives, and root-cause corrective action planning.

Key Requirements

•Bachelor’s degree preferred or equivalent work experience.
•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 (particularly Excel and PowerPoint).

Experience:1-2 yearsQuality assuranceCustomer serviceTechnical supportBPO operationsWeb hostingDomain accounts

Education:Bachelor's

Skills:CommunicationCoachingAnalytical skillsProblem-solvingAttention to detail

Languages:English

Tech Stack:Microsoft OfficeExcelPowerPoint

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: 3.5

Website LinkedIn Glassdoor