Looking for a Call Quality Analyst job in Chennai with the flexibility of Temporary Work From Home (WAH)? Sutherland is hiring experienced QA professionals to join their Quality team and help improve customer experience for global clients.
About Sutherland
Sutherland is a global leader in business process transformation, specializing in:
- Artificial Intelligence
- Automation
- Cloud Engineering
- Advanced Analytics
The company partners with iconic global brands and delivers end-to-end digital solutions through patented technologies, innovative tools, and an “as-a-service” model. With over 200+ unique inventions, Sutherland continues to shape the future of digital operations and customer experience.
Their approach blends human expertise + artificial intelligence, creating “digital chemistry” that helps clients unlock performance, improve experiences, and build lasting customer relationships.
Job Role: Call Quality Analyst
Location: Chennai (Temporary Work From Home)
Experience Required: Minimum 3 years
Job Type: Temporary WAH
Job ID: REF34986L
Published Date: 12-09-2025
Sutherland is looking for a detail-oriented Call Quality Analyst with strong experience in contact center quality assurance and customer experience monitoring.
Key Responsibilities
As a Call Quality Analyst, you will:
- Conduct quality audits on customer calls and interactions
- Measure call elements such as silence duration, interruptions, and customer sentiment
- Track and analyze QA metrics like CSAT proxy, transfer rate, and compliance
- Identify quality gaps and provide actionable feedback
- Recommend coaching and training improvements
- Prepare weekly and monthly quality reports for leadership teams
Required Qualifications
To be eligible for this role, candidates must have:
- A Bachelor’s degree in Communications, Business, or related fields
- 3+ years of experience in call center or contact center QA
- Hands-on experience with speech analytics tools
- Strong analytical, reporting, and communication skills
Career Growth Opportunities
Working with Sutherland provides exposure to advanced technologies such as AI-driven analytics. Successful analysts can grow into roles like:
- QA Manager
- Customer Experience (CX) Analyst
- Training & Coaching Specialist
- Process Excellence Analyst
Why Join Sutherland?
- Opportunity to work with global brands
- Learn and grow in a technology-driven environment
- Competitive salary and professional development support
- Gain exposure to AI-enabled QA tools and automation workflows
Confidentiality Notice
All candidate information will be handled strictly according to EEO guidelines.
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