Quality Analyst - Web Hosting | Pooling

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.

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.