Quality Analyst (Italian or Spanish speaker)

About the role

Sutherland is looking for 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.

Key responsibilities

• Audit and monitoring: one audit per agent per day (five per agent per standard week), using the Quality MON form to evaluate sales pitch, objection handling, process adherence, documentation and customer experience.
• Sales hygiene and compliance: validate sales against program requirements, check for hygiene issues, documentation gaps and compliance defects, and route invalid or non-compliant sales to the appropriate correction or rejection process.
• Leadership reporting: send weekly and monthly reports on quality scores, defects, defect themes, feedback and coaching completed, and distribute policy updates and flyers through the approved distribution list.

Required profile

• Fluent Spanish or Italian (B1/B2).
• B2 English level required.
• 1-2 years of QA experience within the BPO industry supporting a sales program preferred.
• Ability to work onsite in Alexandria.