Sutherland

3 weeks ago

Quality Manager | Clark, Pampanga

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own the design, deployment, and continuous improvement of a Voice Quality Assurance framework that drives customer experience outcomes like first-contact resolution and overall customer experience. Lead quality improvement initiatives using QA insights, VoC feedback, NPS/CSAT, and operational performance metrics, translating findings into coaching, training, and process recommendations. Partner with clients and operations leaders on calibrations and Quality Improvement Plans (QIPs), and deliver executive reporting dashboards and scorecards.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Manager level

Key Responsibilities

•Design, deploy, and continuously enhance a Voice Quality Assurance framework focused on customer outcomes and customer experience metrics.
•Drive quality improvement initiatives by using QA insights, VoC feedback, NPS/CSAT, and operational performance metrics.
•Translate customer verbatims and evaluation trends into actionable coaching, training, and process improvement recommendations.
•Perform data analysis, root cause analysis, and trend identification to uncover performance gaps and improvement opportunities.
•Lead calibration sessions and partner on Quality Improvement Plans (QIPs), ensuring measurable progress against quality and CX objectives.

Key Requirements

•5+ years of Quality Assurance leadership experience in a contact center environment, preferably supporting mortgage servicing or other regulated industries.
•Proven experience deploying and managing a Voice QA program, including quality framework design, governance, and continuous improvement.
•Strong track record improving NPS, CSAT, FCR, and Quality Scores through measurable customer experience and operational performance gains.
•Expertise in data analysis, root cause analysis, reporting, and generating actionable insights for business and client decision-making.
•Experience developing and executing Quality Improvement Plans (QIPs) with operational and client stakeholders, including calibration and executive-facing quality reviews.

Experience:5+ yearsMortgage servicingFinancial servicesContact center

Skills:CommunicationStakeholder managementClient-facing influenceAnalytical thinkingOutcome orientation

Certifications:Six SigmaLean

Languages:English

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: 3.5

Website LinkedIn Glassdoor

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Sutherland

3 weeks ago

Quality Manager | Clark, Pampanga

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Manager level

Key Responsibilities

•Design, deploy, and continuously enhance a Voice Quality Assurance framework focused on customer outcomes and customer experience metrics.
•Drive quality improvement initiatives by using QA insights, VoC feedback, NPS/CSAT, and operational performance metrics.
•Translate customer verbatims and evaluation trends into actionable coaching, training, and process improvement recommendations.
•Perform data analysis, root cause analysis, and trend identification to uncover performance gaps and improvement opportunities.
•Lead calibration sessions and partner on Quality Improvement Plans (QIPs), ensuring measurable progress against quality and CX objectives.

Key Requirements

•5+ years of Quality Assurance leadership experience in a contact center environment, preferably supporting mortgage servicing or other regulated industries.
•Proven experience deploying and managing a Voice QA program, including quality framework design, governance, and continuous improvement.
•Strong track record improving NPS, CSAT, FCR, and Quality Scores through measurable customer experience and operational performance gains.
•Expertise in data analysis, root cause analysis, reporting, and generating actionable insights for business and client decision-making.
•Experience developing and executing Quality Improvement Plans (QIPs) with operational and client stakeholders, including calibration and executive-facing quality reviews.

Experience:5+ yearsMortgage servicingFinancial servicesContact center

Skills:CommunicationStakeholder managementClient-facing influenceAnalytical thinkingOutcome orientation

Certifications:Six SigmaLean

Languages:English

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: 3.5

Website LinkedIn Glassdoor