Quality Analyst - Web Hosting | Pooling

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Key Responsibilities:

Quality Monitoring & Evaluation

• Conduct regular audits of customer interactions, including calls, chats, emails, and other support channels.
• Evaluate agent performance against established quality standards, scorecards, and client requirements.
• Identify trends, gaps, and opportunities for process and performance improvements.
• Ensure adherence to GoDaddy policies, procedures, and customer service standards.

Performance Management

• Provide actionable feedback to agents and Team Managers based on quality assessments.
• Participate in calibration sessions to ensure scoring consistency and accuracy.
• Support coaching initiatives by identifying development opportunities and recommending targeted action plans.
• Collaborate with operations leaders to improve overall team performance.

Reporting & Analytics

• Generate daily, weekly, and monthly quality reports and dashboards.
• Analyze quality metrics, including customer satisfaction, compliance, and operational KPIs.
• Present findings and recommendations to stakeholders and management teams.
• Track quality trends and monitor the effectiveness of improvement initiatives.

Compliance & Process Improvement

• Ensure compliance with client requirements, internal policies, and industry standards.
• Participate in process improvement projects designed to enhance customer experience and operational efficiency.
• Assist in creating and updating quality documentation, scorecards, and evaluation guidelines.
• Support root cause analysis and corrective action planning.

Stakeholder Collaboration

• Partner with Operations, Training, and Workforce Management teams to drive performance excellence.
• Support onboarding and refresher training initiatives based on quality findings.
• Act as a quality advocate by promoting best practices across the account.

Qualifications

Required

• Bachelor's degree preferred or equivalent work experience.
• Minimum 1-2 years of experience in Quality Assurance, Customer Service, Technical Support, or BPO Operations.
• Strong understanding of quality monitoring and coaching methodologies.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to interpret data and provide actionable recommendations.
• Strong attention to detail and organizational skills.
• Willingness to work in rotating shifts, weekends, and holidays if required.

Preferred

• Experience supporting technology, web hosting, or domain-related accounts.
• Knowledge of customer experience metrics such as CSAT, NPS, FCR, and QA scores.
• Experience working with quality management tools and reporting platforms.
• Six Sigma, COPC, or Quality Certification is an advantage.

Additional Information

Internal Qualifications:

• Must have FY26 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months
• No Active DA 
• experience in Tech Sales is preferred