Quality Manager - US Mortgage

Responsibilities

• Design and manage a QA program focused on first-contact resolution, comprehension, and customer outcomes.
• Translate voice-of-customer verbatims and NPS/CSAT data into actionable coaching for agents and teams.
• Partner with site leads to implement performance plans that improve bottom-tier cohorts and sustain high performers.
• Build trajectory reporting to track long-term performance improvements rather than just monthly snapshots.
• Coach team leads to embed resolution-first behaviors and reduce repeat customer contacts.

Requirements

• 5+ years of contact-center QA experience, specifically within mortgage servicing or a regulated financial product.
• Proven track record of improving NPS, CSAT, and FCR metrics.
• Six Sigma or Lean background (Green or Black Belt preferred).
• Strong coaching and stakeholder management skills with the ability to influence agents, leads, and clients.
• Analytical, outcome-driven mindset with the ability to remain calm under pressure.

About the Company

Sutherland is a global digital transformation company that combines human expertise with artificial intelligence to drive business process excellence. We work with iconic brands worldwide, leveraging advanced analytics, automation, and cloud engineering to optimize critical business operations and deliver measurable results.