Quality Analyst


Remote, US

March 14, 2022

Do you have the ability to establish and maintain strong relationships with clients and team members? Can you read and interpret data to produce solid, effective and meaningful strategies that impact the bottom line? Are you comfortable overseeing and managing performance and service quality in order to guarantee customer satisfaction? Then this could be the opportunity that you’ve been looking for.

Sutherland, a group of driven and hard-working individuals focused on delivering exceptional service to our customers and our customer’s customers, is seeking a reliable and detail-oriented Quality Analyst who can thrive in a fast-paced environment to join us.

In this position, you will play a key role in understanding client needs, resolving issues and meeting expectations. This will include overseeing and managing performance and service quality as well as relaying important information to management through the development of timely and accurate reports.

To qualify, you should possess:

  • Bachelor’s degree

  • Experience with process documentation

  • Background working with MS Office, with advanced-level knowledge of Excel

  • The ability to pro-actively develop trust and professional rapport with employees and team members

  • Strong analytical skills that includes the ability to interpret data, identify trends, and make suggestions for improvements

  • Effective verbal and written communication skills

In return, we offer:

  • Medical, dental and vision benefits

  • Paid training & PTO

  • Advancement opportunities – 80% of our frontline leaders have been promoted from within

  • Additional pay incentives as well as monthly rewards & recognition programs

  • Employee Discounts

  • EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

Requirements to work from home:

  • Excellent Internet connectivity:Internet access speeds of 2 Mbps upload and 10 Mbps download – the faster the better!
    Wireless and/or satellite Internet Service Providers are not compatible with our systems.

  • A quiet and distraction-free, secure place to work.

  • A computer with:1.6 Ghz Dual Core processor (the faster the processing environment, the better)
    2 GB RAM
    10 GB available hard drive space
    One or more available USB ports (2.0 or greater)
    Sound/audio support
    Windows 10
    2 – 20 inch monitors
    Wired Keyboard
    Wired Mouse

  • A headset to use for training and meetings that is/has:USB
    Dual ear
    Noise-cancelling microphone

  • A Smartphone (iOS or Android), 4 years old or newer, in which you will be able and willing to download our app that will be leveraged for company communications.