Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
We're scaling a fast-growing mortgage servicing operation and need a Quality Manager who can turn customer experience data into measurable NPS and first-contact-resolution gains across our Clark and Tulsa sites.
This isn't a checklist-auditing role. We're looking for someone who understands that customer experience outcomes are driven by both operational excellence and a robust quality framework. The ideal candidate will bring deep expertise in Voice QA deployment, quality governance, analytics, and client partnership, with a proven ability to drive sustainable quality and customer experience improvements through structured action plans.
What You'll Own
- Design, deploy, and continuously enhance a comprehensive Voice Quality Assurance framework focused on customer outcomes, first-contact resolution, comprehension, compliance, and overall customer experience.
- Drive quality improvement initiatives by leveraging QA insights, Voice of Customer (VoC) feedback, NPS, CSAT, and operational performance metrics.
- Translate customer verbatims, quality evaluations, and performance trends into actionable coaching, training, and process improvement recommendations.
- Conduct detailed data analysis, root cause analysis, and trend identification to uncover performance gaps and opportunities for improvement.
- Develop and maintain reporting dashboards, scorecards, and executive insights that measure quality performance, customer experience outcomes, and improvement trajectories over time.
- Lead calibration sessions with operations leaders, clients, and quality teams to ensure evaluation consistency and alignment on quality expectations.
- Partner closely with clients to develop, execute, and monitor Quality Improvement Plans (QIPs), ensuring measurable progress against defined quality and CX objectives.
- Serve as a trusted advisor to client stakeholders, presenting quality insights, recommendations, and strategic action plans that drive business outcomes.
- Partner with site leaders on wave-based performance plans: lift the bottom cohort, sustain the strong, and manage out persistent non-performers.
- Coach team leads and operational leaders to embed resolution-first behaviors, improve service quality, and reduce repeat contacts.
Qualifications:
What You'll Bring
- 5+ years of Quality Assurance leadership experience within a contact center environment, preferably supporting mortgage servicing, financial services, banking, or other regulated industries.
- Proven experience in Voice QA program deployment and management, including quality framework design, implementation, governance, and continuous improvement.
- Demonstrated success driving improvements in NPS, CSAT, FCR, Quality Scores, and other customer experience and operational performance metrics.
- Strong expertise in data analysis, root cause analysis, reporting, and insight generation to support business and client decision-making.
- Experience developing and executing Quality Improvement Plans (QIPs) in partnership with operational and client stakeholders.
- Hands-on experience conducting client calibrations, presenting quality performance reviews, and influencing senior stakeholders through data-driven recommendations.
- Six Sigma / Lean background (Green Belt or Black Belt preferred) with a strong understanding of process improvement methodologies.
- Advanced analytical skills and proficiency in performance reporting tools, dashboards, and quality analytics.
- Excellent communication, stakeholder management, and client-facing skills with the ability to influence agents, operational leaders, and client partners alike.
- Calm, analytical, and outcome-driven under pressure, with a passion for driving measurable quality and customer experience improvements.
Preferred Experience
- Mortgage servicing or financial services industry experience.
- Experience managing multi-site Quality programs within a BPO or customer experience environment.
- Exposure to VOC programs, customer journey analytics, and enterprise quality transformation initiatives.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
