Opportunity at
SutherlandQuality Supervisor
Sutherland seeks a Quality Supervisor to oversee quality assurance processes and lead a team of quality analysts in a customer service or call center environment. This…
Career Tools
About This Role
Sutherland seeks a Quality Supervisor to oversee quality assurance processes and lead a team of quality analysts in a customer service or call center environment. This role involves creating sampling plans, conducting audits, tracking accuracy through calibration, and analyzing monitoring data to drive performance improvements. The position is suited for professionals with a strong background in quality assurance and leadership within customer support operations who excel at data analysis, stakeholder…
Job Description
Sutherland seeks a Quality Supervisor to oversee quality assurance processes and lead a team of quality analysts in a customer service or call center environment. This role involves creating sampling plans, conducting audits, tracking accuracy through calibration, and analyzing monitoring data to drive performance improvements.
The position is suited for professionals with a strong background in quality assurance and leadership within customer support operations who excel at data analysis, stakeholder collaboration, and team development. Sutherland expects the incumbent to foster employee engagement, build competencies within the team, and implement process improvements using quality tools.
Responsibilities
- Prepare and share weekly sampling plans with the CE team
- Ensure live, recorded, and side-by-side audits are completed according to COPC recommendations
- Monitor sampling adherence and implement MIPs when necessary
- Track QA feedback delivery to improve consultant performance
- Perform ATA and calibration to check QA accuracy
- Act as a consultant and advisor to QAs for parameter clarification
- Conduct frequent QA reviews and provide targeted improvement inputs
- Analyze monitoring data to spot program-level issues and insights
- Communicate insights regularly to service delivery and training teams
- Drive quality awareness programs and performance improvement initiatives
- Collaborate with stakeholders to discuss performance and service delivery
- Promote employee satisfaction and build a positive team atmosphere
- Develop team competencies for advancement and additional responsibilities
- Apply process mapping and quality tools to reduce waste and boost efficiency
Requirements
- 2 to 3 years of experience as a Quality Supervisor
- 3 to 5 years of quality assurance experience in a call center or customer service setting
- Proficiency in MS Office applications and quality management software
- Strong analytical and problem-solving abilities for interpreting complex data and trends
- Strong verbal and written communication skills for coaching and feedback
- In-depth knowledge of call center operations, metrics, and quality standards
- Experience developing and executing process improvements
- Understanding of customer service regulatory compliance
- Leadership abilities and collaborative teamwork skills
- Capacity to multitask efficiently in a fast-paced environment
- Strong attention to detail and dedication to high quality
Qualifications
- Certifications such as Six Sigma or quality management credentials
- Experience using data analysis tools and reporting software
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 job title for this position?
The position is Quality Supervisor.
Who is the employer for this role?
The employer is Sutherland.
What experience is required for this role?
Candidates must have 2 to 3 years of Quality Supervisor experience and a minimum of 3 to 5 years of experience in quality assurance within a call center or customer service environment.
Are location and salary specified in the posting?
The posting does not specify the location or the salary for this role.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.