Jobs at Sutherland

Manages a BPO team’s performance against customer experience metrics, including resolution and CSAT. Responsibilities include call listening, behavioral coaching, root-cause analysis, action plans, audits, attendance monitoring, client performance presentations, continuous improvement, employee engagement, morale building, and retention support.

Handle inbound phone calls from customers and delivery drivers regarding shipping, packages, orders, directions, access codes, and delivery updates. Resolve concerns, update delivery coordinates, document incidents, transfer or escalate calls, and follow scripts, policies, confidentiality guidelines, and quality procedures. The role requires clear English communication, empathy, accurate typing, basic computer and browser skills, professional phone etiquette, and adherence to defined processes.

Provide customer support through email, chat, and phone in German and English. Resolve inquiries efficiently, follow policies and processes, make independent decisions, and maintain a professional, empathetic customer-focused approach. Manage multiple tasks in a fast-paced environment while adapting to organizational changes and new procedures.

Designs, implements, tests, integrates, and maintains operating system platforms. Owns Windows XP, 7, 10, and 11 builds; manages OS migrations and troubleshooting; and uses Python, Microsoft Deployment Tool, and virtual machines. The role also applies AI to reduce repetitive manual work and improve accuracy.

Provides customer-facing technical support for Actimize software, investigating and reproducing issues, analyzing configurations and customizations, installing and configuring solutions, debugging Java-based applications, documenting interactions, and collaborating with customers and higher-tier teams to resolve incidents within SLA.

Reviews and underwrites US residential mortgage applications by analyzing borrower income, credit, assets, liabilities, employment, property details, appraisals, and loan documentation. Evaluates Non-QM and DSCR scenarios, validates financial information, identifies discrepancies and risk, makes independent underwriting decisions, documents conditions in loan origination systems, communicates decisions to stakeholders, and prepares pipeline, aging, and reconciliation reports while ensuring regulatory and policy compliance.

Provide legal support across Egypt and the UAE, focusing on commercial contracts, outsourcing transactions, technology agreements, corporate matters, regulatory compliance, and operational legal issues. Draft and negotiate agreements with multinational customers, vendors, and suppliers; advise cross-functional teams; manage board and corporate secretarial matters; and support regional expansion and business operations.

Monitor customer support transactions, identify quality improvement opportunities, analyze customer feedback and survey data, and perform root-cause analysis. Provide coaching, feedback, training, and workshops for team members while participating in calibrations, client initiatives, pilots, and working groups. Maintain process knowledge, share best practices, support continuous performance improvement, and provide rotating weekend coverage.

Designs, implements, and supports enterprise LAN, WAN, WLAN, SD-WAN, cloud, and hybrid-cloud networks. Provides Tier 2/3 incident support, root cause analysis, network security implementation, monitoring, maintenance, and compliance support. Leads network upgrades, migrations, modernization, and related technical projects while coordinating vendors and stakeholders. Develops architecture documentation, implementation plans, and testing strategies, and mentors junior engineers.

Monitor customer support transactions, identify quality gaps, analyze customer feedback and survey data, conduct root-cause analysis, and drive performance improvements. Provide coaching, feedback, training, workshops, and calibration support for team members and stakeholders. Maintain process knowledge, share best practices, participate in client initiatives, and provide rotating weekend coverage.

Identify and prospect new business opportunities across Europe, engage decision-makers, schedule meetings, build client relationships, manage Salesforce sales activities, qualify leads, advance opportunities through the pipeline, and support sales campaigns and account strategies. The role requires C1 German proficiency, fluent English, B2B sales or business development experience, strong communication skills, and an organized, results-oriented approach.

Monitor and investigate email traffic for spam, phishing, spoofing, and abuse. Analyze logs in Splunk, validate SPF, DKIM, and DMARC authentication, execute mitigation actions, document incidents, maintain audit trails, and escalate critical risks. Work within SLAs and compliance standards in a 24/7 environment while collaborating with internal teams and external vendors.

Manage daily treasury activities, including cash-flow classification, bank reconciliations, financial investment monitoring, transaction verification, cash reporting, and expense statement preparation. Maintain bank statements and transfers in Gesplan and proprietary systems, prepare management and investment reports, and provide accurate financial information to support decision-making. The role requires a completed bachelor's degree, four years of relevant experience, basic English, and knowledge of financial resources processes.

Provide customer support in English for customers. The role requires C1-level English proficiency and graduation. The employer offers transportation, medical insurance, and social insurance, with an annual salary of up to 300,000.

Performs customer experience observations and quality evaluations for call center teams. Analyzes CSAT, issue resolution, ASAT, contact drivers, defects, and root causes to identify improvement opportunities. Provides targeted coaching recommendations, supports continuous improvement initiatives, participates in calibration sessions, and maintains contact-handling expertise. The role also delivers team-level performance analysis and follows up with consultants to improve quality and customer satisfaction.

Senior Data Analyst responsible for analyzing scientific and operational datasets, developing KPI and performance insights, validating and profiling data, mapping business and data processes, and conducting deep-dive analyses. The role gathers requirements, leads UAT, creates user stories and process diagrams, collaborates with engineering, product, and business stakeholders, and presents actionable recommendations. The position is remote but requires the employee to be based in Canada.

Provides Tier 1 remote IT support by triaging ServiceNow tickets, troubleshooting hardware and software, configuring laptops and peripherals, deploying software, managing assets and access, performing system health checks, and escalating complex issues. The role also creates knowledge-base documentation, supports onboarding, maintains software and hardware records, and coordinates with vendors to resolve technical problems.

Provides technical support for IoT devices and web applications, communicates clearly with customers, troubleshoots Windows, Linux, hardware, and software issues, and collaborates with product, marketing, program, and engineering teams. Uses Zendesk, Jira, Confluence, Salesforce, and ServiceNow to manage support requests and deliver sustainable resolutions. The role is full-time and onsite in Bogotá.

Leads and develops a customer support team serving a streaming campaign. Responsibilities include achieving KPIs, coaching employees, managing attendance and workforce productivity, improving customer experience, analyzing operational data, preparing performance reports, handling escalations, and implementing process improvements. Partners with HR, operations leadership, clients, and cross-functional stakeholders to support employee engagement, compliance, change management, and successful program execution.

Evaluates assigned transactions, participates in internal and external calibration sessions, and monitors service quality and performance. The role maintains client and team relationships, resolves issues, prepares accurate reports, and analyzes data to identify trends and recommend improvements. Success requires strong analytical, communication, teamwork, relationship-building, and Microsoft Office skills, along with at least six months of process transformation experience in a fast-paced environment.