Call Quality Analyst

Call Quality Analyst

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

We are seeking a Call Quality Analyst with 3+ years’ experience in contact center QA. You will evaluate calls, monitor performance metrics, and provide insights for enhancing customer experiences.

Responsibilities:

• Conduct QA audits on customer interactions.
• Measure silence, interruptions, and sentiment.
• Track key QA metrics (CSAT proxy, transfer rate).
• Provide feedback and coaching recommendations.
• Prepare quality reports for leadership.

Qualifications

• Bachelor’s in Communications, Business, or related field.
• Experience in QA within contact centers.
• Familiarity with speech analytics tools.
• Strong data analysis and reporting skills.

Career Growth:

Advance into QA Manager or CX Analyst roles, influencing end-to-end customer interaction quality.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experience Level

Senior Level