Quality Assurance Specialist - Digital Trust and Safety

As a Quality Assurance Specialist at Sutherland, your core responsibilities include monitoring the execution of back-office processes, evaluating agent performance, contributing to quality control projects, and providing coaching on handling complex cases. You will also analyze data for insights and manage specific tasks as a project officer, while ensuring that any issues or non-conformities are properly escalated.

To qualify for the Quality Assurance Specialist role at Sutherland, candidates should have experience in KYC (Know Your Customer), strong analytical and problem-solving skills, and excellent attention to detail. A solid command of the English language (C1) and proficiency with MS Office are also crucial. Previous experience in Quality Assurance is a distinct advantage.

Sutherland offers various avenues for career growth for Quality Assurance Specialists, including long-term job security with a permanent contract, clear career progression paths, and world-class on-the-job training. The company values its employees’ development, providing opportunities to enhance skills and advance professionally.

Quality Assurance Specialists at Sutherland benefit from extensive on-the-job training that equips them with the tools and knowledge required to excel in their roles. This training is designed to enhance both technical and soft skills, ensuring a comprehensive understanding of the company’s processes and customer needs.

Sutherland offers a competitive benefits package for Quality Assurance Specialists, including additional health and life insurance coverage, generous annual leave along with wellness days, food vouchers, and paid breaks. The company also provides a competitive salary and a supportive work environment that encourages personal and professional growth.

When answering this question, highlight your relevant experience in quality assurance. Discuss specific processes you've worked with, how you monitored performance, and what steps you took to identify areas for improvement. Providing concrete examples will showcase your expertise.

In this response, explain your stress management techniques, such as prioritizing tasks, staying organized, and maintaining open communication with your team. Share a situation where you effectively managed stress and upheld quality standards, demonstrating your capability in high-pressure environments.

Your answer should list relevant tools or software you’ve used in quality assurance, focusing on their functions and how they’ve helped you in previous roles. This could include data analysis tools, monitoring software, or communication platforms that aid efficiency.

When discussing agent performance evaluation, explain the metrics and criteria you would consider, such as call handling times, customer feedback, or adherence to protocols. Share an example of how you've conducted evaluations in the past and what improvements resulted.

For this question, provide a detailed example of a specific instance where you identified a non-conformity. Describe the steps you took to investigate it, communicate with your team, and implement a solution, highlighting the positive outcome that followed.

Discuss your coaching philosophy and techniques. Mention the importance of active listening and constructive feedback, as well as your approach to tailoring coaching sessions to individual agent needs. Share a success story that illustrates your coaching effectiveness.

Your answer should include ways you stay informed, such as following industry news, attending workshops, or being part of professional networks. This shows that you're proactive about compliance and industry best practices, which is essential in quality assurance.

In your response, detail your time management strategies, such as using task lists, prioritizing urgent projects, or employing project management tools. Give an example of how you successfully balanced multiple projects in a past role.

Focus your answer on a structured approach to quality improvements, such as data analysis, team input, and feedback from stakeholders. Discuss how you would measure the effectiveness of any changes made and ensure ongoing compliance with quality standards.

Describe your approach to giving feedback, emphasizing the value of being constructive and specific. Mention how you balance positive reinforcement with areas for improvement, ensuring that feedback fosters growth and development.