Opportunity at
SutherlandQuality Supervisor
Sutherland is hiring a Quality Supervisor to oversee quality assurance processes and mentor team members within a customer service or call center environment. This position involves…
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About This Role
Sutherland is hiring a Quality Supervisor to oversee quality assurance processes and mentor team members within a customer service or call center environment. This position involves developing weekly sampling plans, ensuring comprehensive transaction monitoring, and fulfilling COPC audit recommendations including live, recorded, and side-by-side evaluations. The role suits professionals with a strong background in quality assurance who can analyze monitoring data, identify program-level challenges, and drive continuous improvement initiatives. Key…
Job Description
Sutherland is hiring a Quality Supervisor to oversee quality assurance processes and mentor team members within a customer service or call center environment. This position involves developing weekly sampling plans, ensuring comprehensive transaction monitoring, and fulfilling COPC audit recommendations including live, recorded, and side-by-side evaluations.
The role suits professionals with a strong background in quality assurance who can analyze monitoring data, identify program-level challenges, and drive continuous improvement initiatives. Key responsibilities include checking quality assurance accuracy through calibrations, acting as an advisor on audit parameters, communicating insights to service delivery and training teams, and fostering a positive, engaging team atmosphere.
Qualified candidates will have a solid foundation in call center operations, quality standards, and data analysis. The ideal individual is detail-oriented, capable of managing multiple tasks in a dynamic setting, and dedicated to building team competencies to enhance efficiency and reduce waste.
Responsibilities
- Prepare and share weekly sampling plans with the client experience team
- Ensure monitoring covers all transaction types and execute live, recorded, and side-by-side audits
- Monitor sampling adherence and implement mandatory improvement plans when necessary
- Evaluate quality assurance accuracy through analytical training assessments and calibrations
- Advise quality assurance staff on evaluation parameters and conduct frequent performance reviews
- Analyze monitoring data to spot program-level trends and share insights with service delivery and training teams
- Lead performance improvement projects and quality awareness campaigns
- Collaborate with stakeholders to discuss performance and maintain service excellence
- Promote employee satisfaction and build competencies for team advancement using engagement models
- Utilize quality tools and process mapping to minimize waste and maximize efficiency
Requirements
- Minimum of two to three years of experience as a quality supervisor
- Three to five years of quality assurance experience, preferably in a customer service or call center setting
- Proficiency in quality management software and MS Office applications
- Strong analytical and problem-solving abilities to interpret complex data and spot trends
- Effective verbal and written communication skills for coaching and delivering constructive feedback
- In-depth familiarity with call center operations, quality standards, and performance metrics
- Background in formulating and executing process improvements
- Familiarity with regulatory compliance standards in customer service
- Demonstrated leadership capabilities and teamwork skills
- Ability to handle multiple tasks efficiently in a fast-paced environment
- High attention to detail and dedication to quality standards
Qualifications
- Possession of Six Sigma certification or other quality management credentials
- Familiarity with reporting software and data analysis tools
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employer for this position?
The position is offered by Sutherland.
What experience is required for the Quality Supervisor role?
Candidates must have at least two to three years of quality supervisor experience along with a minimum of three to five years of experience in quality assurance, preferably within a customer service or call center environment.
Is the location or remote work policy specified?
The job posting does not specify the work location or remote policy.
What are the preferred qualifications for applicants?
Certifications such as Six Sigma or other quality management credentials are considered highly advantageous, and familiarity with reporting software and data analysis tools is a plus.
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