Sr. Associate Manager Quality

Company Description:

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless as a service model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Job Description

:Role Overview

:We are seeking a detail-oriented and data-driven Sr. Associate Manager - Quality to lead the quality assurance function for our customer service operations. The ideal candidate will oversee a team of Quality Analysts, drive Qaulity improvements, reduce agent errors, and extract actionable insights from quality defects to improve the customer journey and operational performance

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Key Responsibilitie

s:Team Leadership & QA Governan

• ceLead, coach, and manage a team of Quality Analysts across voice, and chat suppor
• t.Design and implement quality monitoring frameworks that align with business KPI
• s.Conduct regular calibration sessions with stakeholders to ensure scoring consistenc

y.NPS & Customer Experien

• ceAnalyze NPS drivers and detractors, develop action plans with Ops to address root cause
• s.Collaborate with Training and Operations to build customer-centric behaviors and drive CSAT & NP
• S.Lead deep dives on DSAT responses and report weekly/monthly insight

s.Process Improvement & R

• CAIdentify recurring process gaps and operational inefficiencies impacting qualit
• y.Recommend and drive the implementation of process improvement initiatives and preventive control
• s.Lead RCA (Root Cause Analysis) for quality failures or major DSAT spike

s.Reporting & Insigh

• tsDeliver actionable dashboards and insights from QA audits, DSAT/NPS surveys, and VOC feedbac
• k.Present regular quality reports to leadership with improvement plans and business impac

t.Client Manageme

• ntRepresent the Quality team in Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) with client
• s.Share performance insights, audit outcomes, and VOC analysis to highlight improvement area
• s.Collaborate with client stakeholders to identify opportunities and present clear, data-backed action plan
• s.Build and maintain strong client relationships by addressing concerns and showcasing continuous improvement effort

s.
Qualificatio

ns:
Qualifications & Ski

• lls:Graduate in any discip
• line3+ years in Quality Assurance in customer service; at least 2 years in team managem
• ent.Deep understanding of NPS, CSAT, DSAT, and QA metr
• ics.Expertise in Excel, Powerpoint, QA tools (e.g., NICE, Verint), and reporting dashboa
• rds.Strong communication, stakeholder management, and analytical think
• ing.Familiarity with Lean Six Sigma principles is a p