Role & responsibilities

Company Description

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, theyre our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

Weve 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 recent 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

Role Overview:

We are seeking a detail-oriented and data-driven Sr. Associate Manager - Quality to lead the quality assurance function for our customer service operations. The ideal candidate will oversee a team of Quality Analysts, drive Qaulity improvements, reduce agent errors, and extract actionable insights from quality defects to improve the customer journey and operational performance.

Key Responsibilities:

Team Leadership & QA Governance

- Lead, coach, and manage a team of Quality Analysts across voice, and chat support.
- Design and implement quality monitoring frameworks that align with business KPIs.
- Conduct regular calibration sessions with stakeholders to ensure scoring consistency.

NPS & Customer Experience

- Analyze NPS drivers and detractors, develop action plans with Ops to address root causes.




- Collaborate with Training and Operations to build customer-centric behaviors and drive CSAT & NPS.
- Lead deep dives on DSAT responses and report weekly/monthly insights.

Process Improvement & RCA

- Identify recurring process gaps and operational inefficiencies impacting quality.
- Recommend and drive the implementation of process improvement initiatives and preventive controls.
- Lead RCA (Root Cause Analysis) for quality failures or major DSAT spikes.

Reporting & Insights

- Deliver actionable dashboards and insights from QA audits, DSAT/NPS surveys, and VOC feedback.
- Present regular quality reports to leadership with improvement plans and business impact.

Client Management

- Represent the Quality team in Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) with clients.
- Share performance insights, audit outcomes, and VOC analysis to highlight improvement areas.
- Collaborate with client stakeholders to identify opportunities and present clear, data-backed action plans.
- Build and maintain strong client relationships by addressing concerns and showcasing continuous improvement efforts.

Qualifications

Qualifications & Skills:

- Graduate in any discipline
- 3 years in Quality Assurance in customer service; at least 2 years in team management.
- Deep understanding of NPS, CSAT, DSAT, and QA metrics.
- Expertise in Excel, Powerpoint, QA tools (e.g., NICE, Verint), and reporting dashboards.
- Strong communication, stakeholder management, and analytical thinking.
- Familiarity with Lean Six Sigma principles is a plus.

Additional information

- Process Type (Voice / Non-Voice / Hybrid) - Hybrid
- Shift Details (Timings & Rotational / Fixed) – Rotational
- Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) - Fixed
- Work Model (Work From Home / Work From Office / Hybrid) – Work from Office
- Mandatory Requirements for Internal Applicants – Experienced in Managing Quality team, and managing client expectations

Preferred candidate profile

📌 Senior Associate Manager - Quality (Navi Mumbai)
🏢 Sutherland
📍 Navi Mumbai