Company Description:
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
Job Description:
Key Responsibilities
- Quality Leadership:
- Develop, implement, and maintain quality management systems, policies, and procedures aligned with organizational goals and regulatory requirements.
- Lead and mentor a team of Quality Analysts and other quality professionals, fostering a culture of continuous improvement and accountability.
- Process Improvement:
- Identify, prioritize, and lead process improvement initiatives using methodologies such as Six Sigma, Lean, or similar frameworks.
- Collaborate with operations, customer service, and other departments to streamline workflows, eliminate inefficiencies, and enhance service delivery.
- Monitor and evaluate the effectiveness of implemented improvements, adjusting strategies as needed.
- Data Analysis & Reporting:
- Define and track key performance indicators (KPIs) for quality and process efficiency.
- Analyze quality data, audit findings, and operational metrics to uncover trends, anomalies, and root causes of defects.
- Prepare and present actionable insights and recommendations to senior management, supporting data-driven decision-making.
- Business Insights
- Reviews and is aware of market trends into client objectives and effects it has both on customer base and site performance outputs.
- Provides recommendations back to business back to business stakeholders on findings, potential implications, and recommended way forward that help sustain and enable our client business and relations as a partner of choice.
- Automation and Solutions
- Familiar with automated solutions and latest AI Automation tools or platforms.
- Support or lead automation and digital projects that enable or enhance reporting, monitoring and reporting efficiencies, and drive proactive risk awareness and management.
- Risk Management:
- Proactively identify potential risks to quality and operational performance.
- Develop and implement mitigation strategies to address identified risks and ensure business continuity.
- Stakeholder Engagement:
- Serve as a liaison between business units, leadership, and external partners to ensure alignment on quality objectives.
Qualifications:
- Experience: Minimum 5-7 years of experience in quality assurance, process improvement, or a related discipline, with at least 3-5 years in a leadership or managerial role.
- Mandatory Background: At least 3 years of direct experience in customer service, consumer support with applied skills delivery a white-glove servicing experience within an environment that requires high level of documentation accuracy.
- Proven expertise in process improvement methodologies (e.g., Six Sigma, Lean) and quality management systems (e.g., ISO 9001).
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Power BI, statistical software).
- Excellent communication, leadership, and interpersonal skills.
- Experience managing audits, compliance, and corrective action plans.
- Must be based in Alexandria.
- A high level of schedule flexibility is required. While standard working hours are 10:00 AM–7:00 PM, the role may require working until 11:00 PM to support collaboration with other geographical locations.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
