Sutherland is seeking a leadership-oriented and self-motivated person to join us as Sr. Associate - Quality Assurance. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job DescriptionEvaluate and document back-office transactions and processes to ensure accuracy, consistency, compliance, and data integrity. Monitor quality and compliance standards against established protocols and KPI targets.
Complete assigned quality assurance targets, perform error analysis, document findings, and identify key business insights to drive continuous process improvement.
Provide effective feedback and coaching to team members, maintain communication with stakeholders, and participate in calibration sessions to support operational excellence.
Interact with clients and stakeholders on quality-related matters and process improvements.
QualificationsBachelor's degree
Minimum 1.5- 2 years of experience in QA role
Overall 3+ years of experience a back office/contact center environment in Insurance domain, preferably in Underwriting or related processes.
Additional Information• Process Type (Voice / Non-Voice / Hybrid) - Non voice/Back office
• Shift Details (Timings & Rotational / Fixed) - any window between 8 am to 8 pm EST, fixed on most days (may change depending on business requirements)
• Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) - Sat/Sun off (may change based on business requirements on some days)
• Work Model (Work From Home / Work From Office / Hybrid) - WFO
• Mandatory Requirements for Internal Applicants - should have a good understanding of implementing basic QMS framework and QA knowledge, analytical bent of mind and good comm skills to interact regularly with clients, knowledge of Insurance/UW domain
As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.
Skills Required
- Bachelor's degree
- At least 1.5 to 2 years of experience in a quality assurance role
- At least 3 years of experience in a back-office or contact-center environment
- Insurance domain experience
- Underwriting or related-process experience
- Understanding of basic Quality Management System frameworks and QA practices
- Analytical skills
- Strong communication skills for regular client interaction
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
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