You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel. As a Trainer, you will deliver and evaluate soft & technical skills training on all aspects of client training.
Job DescriptionWe are seeking a detail-oriented and analytical Quality Analyst to join our team in the travel industry. The Quality Analyst will be responsible for monitoring and evaluating customer interactions across various channels (voice, chat, email) to ensure compliance with company standards, policies, and customer service excellence. This role plays a critical part in driving continuous improvement, providing feedback, and supporting training initiatives to enhance overall team performance.
QualificationsMonitor and evaluate customer interactions related to travel bookings, itinerary changes, and customer inquiries to ensure quality and compliance.
Provide actionable feedback and coaching to agents to enhance performance and customer experience.
Collaborate with Training and Operations teams to identify training needs, process gaps, and areas for improvement.
Maintain and update quality monitoring forms, guidelines, and scorecards specific to the travel industry.
Analyze quality trends and generate reports with insights to improve customer interactions.
Assist in developing quality improvement initiatives and best practices for travel-related services.
Conduct calibration sessions with internal stakeholders to align on quality expectations.
Stay updated on travel policies, airline regulations, and industry trends.
Preferred Qualifications:
Prior experience in Quality Assurance, Customer Service, or a related field, preferably in a travel account.
Strong analytical and critical-thinking skills.
Excellent communication skills (verbal and written).
Familiarity with quality monitoring tools and reporting.
Ability to provide constructive feedback and coaching.
Proficiency in Microsoft Office (Excel, Word, PowerPoint) or similar tools.
Experience in a call center or customer support environment is a plus.
Knowledge of Sabre GDS or other travel reservation systems is a bonus.
Skills Required
- Prior experience in Quality Assurance, Customer Service, or a related field, preferably in a travel account
- Strong analytical and critical-thinking skills
- Excellent verbal and written communication skills
- Familiarity with quality monitoring tools and reporting
- Ability to provide constructive feedback and coaching
- Proficiency in Microsoft Office, including Excel, Word, and PowerPoint, or similar tools
- Experience in a call center or customer support environment
- Knowledge of Sabre GDS or other travel reservation systems
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
