Lead -Quality Assurance (Email Abuse)

Sutherland
Hyderabad
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 1-3 yearsEducation: bachelorsSkills: ["Analytical skills","Decision-making","Problem-solving","Communication","Stakeholder management"]

Ensure the accuracy and consistency of Trust & Safety decisions for email abuse cases, covering spam, phishing, scams, impersonation/spoofing, account compromise, and malicious content. Plan and execute daily/weekly/monthly audits, monitor quality and policy adherence against SLAs, run root cause analysis for recurring issues, and drive calibration sessions with QA, Training, Operations, and SMEs. Produce quality reports and recommend corrective actions and targeted coaching.

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FursaFursa
Sutherland
Sutherland
3 days ago

Lead -Quality Assurance (Email Abuse)

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Last checked: 10 hours agoStatus: Live

Job Summary

Ensure the accuracy and consistency of Trust & Safety decisions for email abuse cases, covering spam, phishing, scams, impersonation/spoofing, account compromise, and malicious content. Plan and execute daily/weekly/monthly audits, monitor quality and policy adherence against SLAs, run root cause analysis for recurring issues, and drive calibration sessions with QA, Training, Operations, and SMEs. Produce quality reports and recommend corrective actions and targeted coaching.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Mid level

Key Responsibilities

  • •Conduct daily/weekly/monthly audits of Email Abuse cases using defined sampling guidelines and ensure audit completion within QA SLAs.
  • •Evaluate case decisions for correct identification/classification and enforcement actions across spam, phishing, scams, malicious links, impersonation/spoofing, account compromise, and malicious attachments/content.
  • •Identify trends in quality defects and policy misses, and perform RCA for recurring or high-impact issues to recommend corrective actions and targeted coaching.
  • •Participate in calibration sessions to ensure consistent interpretation/application of Email Abuse policies, document outcomes, and support repeatability exercises (Gage R&R) when applicable.
  • •Prepare and maintain QA reports (quality scores, error trends, policy adherence, critical errors, sampling coverage, RCA findings, corrective actions) and translate findings into recommendations for Training, Operations, and Policy teams.

Key Requirements

  • •1.5–3 years of experience in Quality Assurance, preferably within Trust & Safety, Email Abuse, Fraud Operations, Risk Operations, Content Moderation, or Policy Enforcement.
  • •Experience conducting transaction/case-level audits and providing structured feedback.
  • •Strong understanding of quality metrics, sampling/audit methodology, and root cause analysis (RCA).
  • •Ability to interpret and apply policies consistently across complex and ambiguous cases involving spam, phishing, scams, spoofing/impersonation, malicious links, and account compromise.
  • •Proficiency in MS Excel and PowerPoint is preferred, along with strong written and verbal communication skills.
Experience:1-3 years
Education:Bachelor's
Skills:Analytical skillsDecision-makingProblem-solvingCommunicationStakeholder management
Languages:English
Tech Stack:MS ExcelPowerPoint

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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