Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance
Job Description- Prepare weekly Sampling Plan and share with the CE team.
Ensure that all types of transactions are monitored.
Ensure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.
Ensure Sampling Adherence is met MIPs are implemented if required.
Track if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.
Keep checking the QA's accuracy by doing ATA and Calibration.
Be a consultant and advisor to the QAs to clarify on parameters during need.
Conduct frequent QA reviews and provide inputs to QA on the areas to be focused.
Analyse monitoring data to identify program level issues and opportunities.
Communicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.
Drive quality awareness programs and performance improvement projects.
Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
Team Player - Ensure employee satisfaction.
Build a positive working atmosphere within the team and engage the team members with employee engagement models.
Build competencies within the team so they can pick up additional responsibilities/move to the next level.
Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance.
Qualifications
At least 2-3 years of Quality Supervisor experience.
Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
Proficiency in MS Office applications and quality management software
Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
In-depth knowledge of call center operations, performance metrics, and quality standards
Experience in developing and implementing process improvements
Understanding of regulatory compliance requirements in customer service
Demonstrated leadership skills and ability to work collaboratively in a team environment
Ability to multitask and work efficiently in a fast-paced, dynamic environment
Strong attention to detail and commitment to maintaining high-quality standards
Certifications such as Six Sigma or those focused on quality management are highly advantageous
Experience with data analysis tools and reporting software is a plus
Skills Required
- At least 2-3 years of Quality Supervisor experience
- Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
- Proficiency in MS Office applications and quality management software
- Strong analytical and problem-solving skills with ability to interpret complex data and identify trends
- Excellent verbal and written communication skills and ability to provide constructive feedback and coach team members
- In-depth knowledge of call center operations, performance metrics, and quality standards
- Experience in developing and implementing process improvements
- Understanding of regulatory compliance requirements in customer service
- Demonstrated leadership skills and ability to work collaboratively in a team environment
- Ability to multitask and work efficiently in a fast-paced, dynamic environment
- Strong attention to detail and commitment to maintaining high-quality standards
- Certifications such as Six Sigma or those focused on quality management
- Experience with data analysis tools and reporting software
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
