Sutherland
Financial Services
QualityManager-USMortgage
Neural analysis suggests this role is
optimal for mid candidates.
“Quality Manager - US Mortgage at Sutherland. Skills: Quality Assurance, Customer Experience, Performance Metrics. Design QA program. Run QA program”
What You'll Achieve.
Turn customer experience data into measurable NPS gains; Turn customer experience data into measurable FCR gains; Move NPS/CSAT metrics; Move FCR metrics; Track improvement over time
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
5+ years in contact-center QA, Experience moving NPS/CSAT and FCR metrics, Comfort with performance data, Coaching skills, Stakeholder skills
Nice to Have
Mortgage servicing experience, Regulated financial product experience, Six Sigma / Lean background, Green or Black Belt preferred
What You'll Do.
Translate voice-of-customer data
Translate NPS/CSAT data
Partner with site leads
Lift the bottom cohort
Manage out persistent non-performers
Build trajectory reporting
Embed resolution-first behaviors
Reduce repeat contacts
How You'll Work.
Team & Collaboration
Partner with site leads; Influence agents; Influence team leads; Influence client partners
Full Job 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. 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 improvemen
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