Quality Manager

Responsibilities

• Design, deploy, and enhance a comprehensive Voice Quality Assurance framework
• Drive quality improvement initiatives using QA insights, VoC, NPS, and CSAT
• Translate customer verbatims and performance trends into actionable coaching and process improvements
• Conduct detailed data analysis, root cause analysis, and trend identification
• Develop and maintain reporting dashboards, scorecards, and executive insights
• Lead calibration sessions with operations leaders, clients, and quality teams
• Partner with clients to develop and monitor Quality Improvement Plans (QIPs)
• Coach team leads and operational leaders to embed resolution-first behaviors

Requirements

• 5+ years of Quality Assurance leadership experience in a contact center environment
• Proven experience in Voice QA program deployment and management
• Demonstrated success driving improvements in NPS, CSAT, FCR, and Quality Scores
• Strong expertise in data analysis, root cause analysis, and reporting
• Experience executing Quality Improvement Plans (QIPs) with stakeholders
• Proficiency in performance reporting tools and dashboards
• Excellent communication and stakeholder management skills
• Six Sigma or Lean background preferred

Preferred Qualifications

• Mortgage servicing or financial services industry experience
• Experience managing multi-site Quality programs within a BPO environment
• Exposure to VOC programs and customer journey analytics

About the Company

Sutherland leverages AI, automation, and advanced analytics to drive digital transformation and optimize business operations for iconic brands worldwide.