Quality Manager | Clark, Pampanga at Sutherland Global Services UK Ltd

Angeles, Central Luzon, Philippines -

Full Time

Start Date

Immediate

Expiry Date

28 Sep, 26

Salary

0.0

Posted On

30 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, NPS Improvement, First Contact Resolution, Coaching, Performance Tracking, Stakeholder Management, Six Sigma, Lean Methodology, Data Analysis, Mortgage Servicing, Customer Experience, Scorecard Design

Industry

IT Services and IT Consulting

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. 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 (advantage) 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.

Responsibilities

Design and manage a QA program focused on first-contact resolution and customer outcomes rather than simple compliance. Translate customer feedback and NPS data into actionable coaching to improve agent performance across multiple sites.