Sutherland
Telecommunications
QualitySupervisor
“Quality Supervisor at Sutherland. Skills: Quality Assurance, Process Improvement, Data Analysis. Prepare weekly Sampling Plan. Monitor all types of transactions”
What You'll Achieve.
improve performance; improve consultant’s ability to perform better; deliver excellent service to our customers; increase utilization; increase performance
Industry & Context.
analytical and problem-solving skills; ability to interpret complex data; ability to identify trends
What They're Looking For.
Must Have
2-3 years of Quality Supervisor experience, Minimum of 3-5 years of experience in quality assurance, Proficiency in MS Office applications, Proficiency in quality management software, analytical and problem-solving skills, ability to interpret complex data, ability to identify trends, Excellent verbal and written communication skills, ability to provide constructive feedback, ability to coach team members, In-depth knowledge of call center operations, In-depth knowledge of performance metrics, In-depth knowledge of quality standards, Experience in developing process improvements, Experience in implementing process improvements, Demonstrated leadership skills, ability to work collaboratively in a team environment, Ability to multitask, ability to work efficiently in a fast-paced, dynamic environment, attention to detail, commitment to maintaining high-quality standards
Nice to Have
Six Sigma certification, quality management certifications, Experience with data analysis tools, Experience with reporting software
What You'll Do.
Prepare weekly Sampling Plan
Monitor all types of transactions
Ensure all three types of audits are done
Ensure Sampling Adherence is met
Track QA feedback provision
Clarify parameters for QAs
Conduct frequent QA reviews
Analyze monitoring data
Communicate insights and analysis
Drive quality awareness programs
Drive performance improvement projects
Build a positive working atmosphere
Build competencies within the team
How You'll Work.
Team & Collaboration
Work in a collaborative manner with stakeholders; Discuss performance with stakeholders; Partner with program to deliver excellent service; Build competencies within the team; Engage the team members
Communication Scope
Excellent verbal and written communication skills; provide constructive feedback; coach team members; Communicate the insights and analysis regularly
Process & Methodology
performance improvement projects
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