Description
Sutherland Global Services is seeking a Quality Analyst to monitor and evaluate customer interactions across voice, chat, and email channels in the travel industry. The role assesses compliance with company standards, provides feedback and coaching to agents, collaborates with Training and Operations teams, maintains quality monitoring tools and scorecards, analyzes quality trends, and supports continuous improvement initiatives. Preferred qualifications include prior quality assurance or customer service experience, analytical and communication skills, familiarity with quality monitoring tools, Microsoft Office proficiency, call center experience, and knowledge of Sabre GDS or other travel reservation systems.
