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Job ID / Title:
Quality Director
Job Category:
Quality Assurance
Work Location:
Berthaphil II

Job Description

Sutherland is seeking a dynamic and strategic-thinking person to join us as a Quality Director. We are a group of forward-thinking and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • Build the company: Partner with sales and marketing across all segments in efforts to acquire and retain customers
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
  • Take the lead: Perform strategic analysis is business performance data to address Plan Sponsor needs
  • Improve the company: Make recommendations to enhance processes and boost ease and efficiency
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
  • Drive Sutherland forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans


Experience Requirements: Strong background of managing Quality standards for large contact Center operations, with proven track record of achieving Quality Metric Targets / Thresholds
Certification Requirements: Well experienced with Certification audits like ISO / COPC; should have led or coached projects like Six Sigma, Lean, Kaizen, etc. for improvement


To succeed in this position, you must:

  • Have demonstrated leadership skills; be able to evaluate opportunities, develop, and implement performance improvement efforts
  • Be customer-oriented in managing communications and issues; have strong interpersonal and problem solving skills
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
  • Have strong analytical skills; be able to interpret data, identify trends, suggest recommendations, and drive implementations for improvement opportunities
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Be able to foster relationships with partners, vendors, and delegated entities for mutual success
  • Be able to collaborate with interdisciplinary teams across the Enterprise to ensure Quality
  • Be able to oversee the Delegation and Quality Committees and lead the accreditation process
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