Quality Assurance at Sutherland

Johannesburg, Gauteng, South Africa -

Full Time

Start Date

Immediate

Expiry Date

29 Dec, 25

Salary

0.0

Posted On

30 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Customer Service, Data Analysis, Process Improvement, Coaching, Analytical Skills, Communication Skills, MS Office, Monitoring, Evaluation, Compliance, Reporting, Training, Performance Audits, KPI Analysis, Feedback

Industry

IT Services and IT Consulting

Description

Company Description About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, 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. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results. Job Description Monitoring & Evaluation: Consistently monitor inbound and outbound customer service interactions across various channels (calls, email, chat). Quality Audits: Conduct regular audits and assessments of agent performance against a predefined checklist of quality parameters. Feedback & Coaching: Provide detailed, constructive feedback and coaching to agents to improve their performance and address any quality issues. Data Analysis: Analyze key performance indicators (KPIs) such as CSAT and FRT to identify trends and pinpoint areas for improvement in service quality. Process Improvement: Develop and implement quality assurance guidelines, procedures, and strategies to enhance overall service quality and operational efficiency. Reporting: Prepare and present clear, data-driven quality reports to management and stakeholders. Collaboration: Work with training teams to enhance training programs and onboard new employees to ensure consistent quality standards. Compliance: Ensure that all processes and interactions comply with company policies and regulations. Qualifications Qualifications Required: Essential: Grade 12 Preferred: Tertiary qualification in management or relevant proven contact center experience Experience, Knowledge, Skills and Attributes Required: A proven track record of delivering against client, customer and business outcomes 2 years’ experience working within BPO - Customer Service 3 years of Quality Assurance experience Be able to work in MS Office Be able to work in a fast-paced environment Have strong analytical skills Have strong verbal and written communication skills Additional Information All your information will be kept confidential according to EEO guidelines.

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Responsibilities

The role involves monitoring customer service interactions and conducting quality audits to assess agent performance. Additionally, it includes providing feedback and coaching to improve service quality and operational efficiency.