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 QA 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 NPS is driven by resolution, not just call handling — and who can build the coaching, scorecards, and feedback loops that actually move the needle in a ramping operation.
What you'll own
- Design and run a QA program anchored on first-contact resolution, comprehension, and customer outcomes — not just compliance scoring
- Translate voice-of-customer verbatims and NPS/CSAT data into agent- and team-level coaching actions
- Partner with site leads on a wave-based performance plan: lift the bottom cohort, sustain the strong, and manage out persistent non-performers
- Build trajectory reporting that tracks improvement over time, not just monthly snapshots
- Coach team leads to embed resolution-first behaviors and reduce repeat contacts
Qualifications:
What you'll bring
- 5+ years in contact-center QA, ideally in mortgage servicing (must) or another regulated financial product
- Hands-on experience moving NPS/CSAT and FCR metrics, with results you can point to
- Six Sigma / Lean background (Green or Black Belt preferred) and genuine comfort with performance data
- Strong coaching and stakeholder skills — able to influence agents, team leads, and client partners alike
- Calm, analytical, and outcome-driven under pressure
Additional Information:
All your information will be kept confidential according to EEO guidelines.
