Lead - Quality Analyst (Immediate Joining)

Sutherland; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

Sutherland in India is seeking a QA professional to evaluate back-office and voice audits, document findings, and ensure processes align with guidelines to maintain data integrity and KPI performance. You will complete all evaluations, share insights, and participate in calibration sessions to drive improvements.

You'll monitor compliance, strengthen team communication with stakeholders, and deploy action plans to raise quality and operational efficiency while contributing to ongoing process

Qualifications

• Bachelor's degree is required.
• 1.5-2 years of experience in QA role.
• 3+ years of experience in a back office/contact center environment in Insurance domain (P&C) preferably.

Responsibilities

• Evaluate and document back-office/voice audits and ensure procedures are followed to maintain quality and data integrity.
• Monitor and manage process quality and compliance standards and share regular QA reports.
• Attend calibration sessions and deploy action plans to improve performance and KPIs.

Education

Bachelor's degree

Job description

This role is responsible for the effective evaluation and documentation of back office/voice audits and implementation of processes to ensure accurate, consistent, and compliant information is maintained. The QA's key focus is to evaluate transactions and process workflows to ensure all required procedures and guidelines are followed to maintain the highest levels of operational quality and data integrity, while driving KPI performance at or above targets.

This individual is responsible for completing all assigned evaluations, documenting and sharing insights/findings, and attending all internal and external calibration sessions as assigned. Monitor and manage process quality and compliance standards to guarantee accuracy and adherence to established protocols. Strengthen relationships: Establish and maintain effective communication with team members and stakeholders to support continuous process improvement. Share regular QA reports while working with the team to provide timely and effective feedback, deploying action plans etc. to improve performance.

Qualifications

• Bachelor's degree
• Minimum 1.5- 2 years of experience in QA role
• Overall 3+ years of experience in a back office/contact center environment in Insurance domain (P&C), preferably.