Quality Analyst

About the Position

Sutherland is seeking a Quality Analyst to support a new program launching in Alexandria!

Quality Analysts ensure consistent customer experience, sales execution, process adherence, and compliance through structured audits, calibration, feedback, and reporting.

Responsibilities

• Audit & Monitoring

  • Conduct one audit per agent per day, equivalent to five audits per agent per standard Monday-Friday week.
  • Audit calls using the Quality MON Form.
  • Evaluate sales pitch, objection handling, process adherence, documentation, and customer experience.

• Sales Hygiene & Compliance

  • Validate sales to ensure they meet program requirements.
  • Check sales for hygiene issues, documentation gaps, and compliance defects.
  • Identify and route invalid or non-compliant sales through the appropriate correction or rejection process.

• Leadership Reporting

  • Quality sends weekly and monthly reports to leadership, including BQ Management.
  • Reports include quality scores, defects, defect themes, feedback, and coaching completed.
  • Policy updates and flyers are distributed to the full flow through the approved distribution list.

Requirements

• Must be fluent in Spanish or Italian (B1/B2)
• B2 English Level also required
• 1-2 years experience as a QA within the BPO industry supporting a sales program preferred
• Must be able to work onsite in Alexandria

We Offer

• Opportunity to work with a leading global company
• Be part of a team driving digital transformation
• Competitive benefits package

About the Company

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.