Job description

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.

The Quality Manager is responsible for leading the quality assurance function and driving continuous improvement across all operational processes. This role champions a data-driven culture, leveraging analytics to identify trends, root causes, and opportunities for process optimization. The Quality Manager collaborates with cross-functional teams to implement best practices, ensure compliance with internal and external standards, and deliver superior customer experiences.

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.

Required Qualifications & Experience

• 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.

Preferred Skills

• Certification in quality management (e.g., Certified Quality Manager, Six Sigma Black Belt).
• Experience supporting and managing Consumer Packaged Goods (CPG) type work and servicing.
• Work experience across multiple markets and regions within a highly regulated industry where policy compliance and documentation accuracy are critical.
• Experience with automation and/or AI platform solutions.
• Familiarity with CRM, case tracking, and reporting dashboards.
• Ability to drive change and influence stakeholders at all levels.

All your information will be kept confidential according to EEO guidelines.