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 DescriptionThe Quality Analyst Team Manager looks after the overall activities of the program Quality Analyst (QA) Team that includes:
- QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
- Champions program implementation of Continuous Improvement Framework
- Own deployment and completion of QA delivery plan for the program
- Observations and Quality Analyst (survey) results to improve performance
- Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
- Manage team productivity and effectiveness using a structured approach to manage performance
- Deliver process-level insights to stakeholders and have expertise in data analysis using QA
- Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve
- Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team
Our most successful candidates have:
- At least 2 years leadership experience handling a Quality team, including client management
- Creativity, proactivity, and have a bias for action
- Experience with marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
- Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
- Ability to inspire others to action and to influence without authority is absolutely necessary
- Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
- Passion for learning/learning agile
- Excellent written communication skills
- Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
- Exceptional research skills
- The ability to exude a professional demeanor and appearance
- Attention to detail and excellent organizational skills
All your information will be kept confidential according to EEO guidelines.
Skills Required
- At least 2 years of leadership experience managing a Quality team, including client management
- Creativity, proactivity, and a bias for action
- Experience with marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, attention to detail, and sound judgment
- Experience collecting and analyzing information or data
- Experience aggregating and analyzing customer feedback
- Ability to influence without authority and inspire others to act
- Ability to create Customer Journey Maps and Employee Journey Maps and identify process or design improvements
- Passion for learning and learning agility
- Excellent written communication skills
- Working knowledge of Microsoft Windows, Word, PowerPoint, and Excel
- Exceptional research skills
- Professional demeanor and appearance
- Strong attention to detail and organizational skills
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.
-
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.
-
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.
-
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
