Quality Assurance & Performance Lead

Sutherland; Mandaluyong; On-site; PHP 469,000 - 714,000; Full time

Job summary

Sutherland is a digital transformation partner delivering exceptional experiences for customers and employees. The Quality Assurance Supervisor will monitor transactions, perform COPC-aligned audits (Live, Recorded, Side-by-Side), and guide QAs to improve performance.

You will analyze QA data, drive improvement initiatives, and collaborate with Service Delivery and Training to elevate service standards. With 2–3 years in QA supervision and strong leadership, you will foster a collaborative team

Qualifications

• 2–3 years of Quality Supervisor experience.
• 3–5 years of experience in quality assurance, preferably in a call center or customer service environment.
• Proficiency in MS Office applications and quality management software
• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
• In-depth knowledge of call center operations, performance metrics, and quality standards
• Experience in developing and implementing process improvements
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills and ability to work collaboratively in a team environment
• Ability to multitask and work efficiently in a fast-paced, dynamic environment
• Strong attention to detail and commitment to maintaining high-quality standards
• Certifications such as Six Sigma or those focused on quality management are highly advantageous
• Experience with data analysis tools and reporting software is a plus

Responsibilities

• Prepare weekly Sampling Plan and share with the CE team.
• Ensure that all types of transactions are monitored.
• Ensure Sampling Adherence is met and MIPs are implemented if required.
• Track QA feedback and calibration to improve consultant performance.
• Analyse monitoring data to identify program-level issues and opportunities.
• Communicate insights regularly to Service Delivery, Training, and other teams.
• Drive quality awareness programs and performance improvement projects.
• Collaborate with stakeholders to deliver excellent service and maintain employee engagement.

Skills

Quality supervision

Quality assurance

Call center operations

Data analysis

Leadership

Communication

Process improvement

Regulatory knowledge

Tools

Quality management software

Job description

Sutherland is a digital transformation partner delivering exceptional experiences for customers and employees. The Quality Assurance Supervisor will monitor transactions, perform COPC-aligned audits (Live, Recorded, Side-by-Side), and guide QAs to improve performance.

You will analyze QA data, drive improvement initiatives, and collaborate with Service Delivery and Training to elevate service standards. With 2–3 years in QA supervision and strong leadership, you will foster a collaborative team