Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.
Job DescriptionSutherland is seeking an attentive and analytical person to join us as a Quality Analyst with German and English:
- 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.
- This individual is responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned.
- Oversee and manage performance and service quality to guarantee customer satisfaction. Strengthen relationships.
- Establish and maintain communication with clients and/or team members.
Our most successful candidate will have:
- QA experience in auditing, coaching, performance management, and reporting will be considered an advantage
- C1 in German, English at a B2 level or higher.
- Must have experience in international voice process.
- Experience and knowledge in Banking and finance will be preferred.
- Six months experience in process transformation.
- Ability to work in MS Office - Ability to work in a fast-paced environment.
- Pro-active ability in developing trust and professional rapport with employees and team members., work as a team-player.
- Strong analytical skills., be able to interpret data, identify trends, and make suggestions for improvements.
- Strong verbal and written communication skills., be able to communicate in a clear, constructive, and professional manner.
What we offer:
- Long-term job security with permanent contract
- Additional health insurance and life insurance
- Food vouchers
- Regular shifts, Mon-Fri (9:00 to 18:00)
- Competitive salary + extra bonuses
- World-class on-the-job training
- Multisport card partially covered by the company
- You will become part of a recognized international market leader and can enrich your CV
- An ambitious corporate culture that encourages internal promotions and professional development
- Team building and social activities, volunteer participation, charity events and much more
- Apply and you will get the full broad information about your possibilities with us
Skills Required
- C1 proficiency in German
- B2 or higher proficiency in English
- Experience in an international voice process
- Six months of experience in process transformation
- Ability to work with MS Office
- Strong analytical skills, including interpreting data, identifying trends, and suggesting improvements
- Strong verbal and written communication skills
- Ability to work in a fast-paced environment
- Ability to develop trust and professional rapport with employees and team members
- Teamwork and collaboration skills
- QA experience in auditing, coaching, performance management, and reporting
- Experience or knowledge in banking and finance
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.
-
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.
-
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.
-
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
