Quality Director

Sutherland
Manila
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Skills: ["Leadership","Communication","Problem-solving","Project management","Stakeholder management"]

Lead and optimize quality management for Sutherland's Philippines operations, directing the quality team across programs to meet SLAs, build strong relationships with stakeholders, and drive continuous improvement using Six Sigma and lean tools. Implement QMS, manage resources, mentor staff, and train teams to enhance efficiency, reduce waste, and deliver exceptional customer service across assigned sites.

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FursaFursa
Sutherland
Sutherland
4 months ago

Quality Director

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead and optimize quality management for Sutherland's Philippines operations, directing the quality team across programs to meet SLAs, build strong relationships with stakeholders, and drive continuous improvement using Six Sigma and lean tools. Implement QMS, manage resources, mentor staff, and train teams to enhance efficiency, reduce waste, and deliver exceptional customer service across assigned sites.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Director level

Key Responsibilities

  • •Provide direction to the quality team to meet/exceed Quality SLAs for programs at assigned sites.
  • •Collaborate with stakeholders to discuss performance and deliver excellent service to customers.
  • •Develop and coach team members; build competencies and prepare staff for higher responsibilities.
  • •Prepare and review Quality plans; implement quality procedures; manage resources to deliver quality and reduce waste using quality tools.
  • •Ensure QMS compliance and governance; maintain documented procedures, processes, records, and compliance mechanisms.

Key Requirements

  • •Excellent Leadership skills.
  • •Hard-working, innovative and meticulous with excellent communication (oral and written).
  • •Strong background in managing Quality standards for large contact center operations with proven track record of achieving Quality Metric Targets/Thresholds.
Experience:Outsourcing/offshoring
Skills:LeadershipCommunicationProblem-solvingProject managementStakeholder management
Certifications:ISOCOPC
Languages:English
Tech Stack:Six SigmaLean

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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