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 DescriptionQuality Operations

 

Prepare weekly Sampling Plan and share with the QA team.Ensure that all types of transactions are monitored in the programs assignedEnsure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-SideEnsure Sampling Adherence is met MIPs are implemented if required.Track if the QAs are providing appropriate feedback basis the call audits to improve consultant’s ability to perform better.Keep checking the QA's accuracy by doing ATA and Calibration.Prepare and share Gage R&R report.Be a consultant and advisor to the QAs to clarify on parameters during need.Conduct frequent QA reviews and provide inputs to QA on the areas to be focusedFacilitate QA’s to conduct NH trainings during Nesting.Analyse monitoring data to identify program level issues and opportunitiesCommunicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.Drive quality awareness programs and performance improvement projects.Stakeholder Management

 

Work in a collaborative manner with stakeholders – various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customersTeam Player - Ensure employee satisfaction. Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level.Team DevelopmentDevelopment of skills – through classroom and on the job trainingLook at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA

Qualifications

Technical / Professional Skill Set Required

 

Good knowledge of Quality metrics, their measurements and thresholds / targetsKnowledge and clear understanding of critical and non-critical errors in the transactionsGood in investigative and business writing skills.Good at creating reports using various tools and applications.Being able to perform risk analysis to the satisfaction of the stakeholders or departments.Basic exposure to statistical tools and approaches, trend analysis & cause analysisWorking knowledge of MS Office (Word, Excel & PowerPoint)

Behavioral attributes

 

Hard-working, innovative and meticulousGood Decision making and Problem-Solving abilitiesTeam Handling and People Management SkillsVery good Communication and analytical skills.Proactive in approach rather than reactive.

Additional Information

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