Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.

• Skill in Excel Intermediate and Advanced – VLOOKUP, Power Pivots, Pivot tables, for managing data, analysis and projecting the data .
• Audit of cases/Tickets and Summarizing it at different categories.
• Driving efficiency in terms reducing backlog of cases, increasing Milestone SLOs (First response, Meaningful updates, Valid client contact, Case/ticket resolutions).
• Skill in using various Lean and six sigma tools (DMAIC, Fishbone Analysis, Control Charts, Flow Charts, 5 Whys, etc.) to conduct RCA.
• Excellent communication, analytical and convincing skills.
• Investigate customer complaints and Provide RCAs.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Conduct detailed statistical analysis to identify trends, issues, and areas for improvement in process quality.
• Analyze test results and produce comprehensive reports detailing findings and recommending actionable improvements.
• Foster a culture of continuous improvement, identifying inefficiencies and suggesting enhancements to products and processes.
• Client relationship management, project management, quality.
• Candidate should be flexible to work in EST Hrs. (8 AM to 8PM EST) and on Weekends( If project Demands).

Our most successful candidate will have: -

• Skill in Excel Intermediate and Advanced – VLOOKUP, Power Pivots, Pivot tables, for managing data, analysis and projecting the data .

Eligibility

• Must be a Graduate.
• Must have 1-3 years.
• Willing to work in Night Shift.

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

US time zone. Night Shifts.