Quality Analyst | Alexandria | MUST SPEAK ITALIAN or SPANISH + English

Sutherland is seeking 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.

Responsibilities

Conduct one audit per agent per day (five per agent per Monday-Friday week) using the Quality MON Form; Evaluate sales pitch, objection handling, process adherence, documentation and customer experience; Validate sales to ensure they meet program requirements; Check sales for hygiene issues, documentation gaps and compliance defects; Identify and route invalid or non-compliant sales through the correction or rejection process; Send weekly and monthly quality reports to leadership, including quality scores, defects, defect themes, feedback and coaching completed; Distribute policy updates and flyers to the full flow through the approved distribution list

Requirements

Must be fluent in Spanish or Italian (B1/B2); B2 English level also required; Must be able to work onsite in Alexandria

Nice to have

1-2 years experience as a QA within the BPO industry supporting a sales program