Quality Director

2 weeks ago

San Fernando, Central Luzon, Philippines Sutherland Full time

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.

Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world. To learn more, please visit us at

Sutherland is seeking a dynamic and goal-oriented person to join us as a Quality Director.

If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

As a Quality Director, you will be ensuring the calibration and alignment of Sutherland with our customer's quality and customer experience processes.

You will also be responsible for;

  • Providing in-depth analysis and insights on CSAT, Quality and Resolution performance to guide all program level improvement / recovery efforts as part of Sutherland's Continuous Improvement Framework
  • Collecting, categorizing and presenting feedback, improvements and recommendations to help reduce customer and consultant effort back to the client
  • Working with Service Delivery, Training, Organizational Excellence and Business Development/Client Services to ensure readiness for new service lines, capabilities and processes across multiple geos
  • Deployment of technology enabled transformation solutions as approved by the client across all locations globally to position Sutherland as a provider of choice
  • Owner of Performance Analysis Framework feeding into CI Operational Guidelines

To succeed in this position, you must have;

  • At least 12 years of work experience in related business.
  • At least 3 years of experience as a Director.
  • Strong Quality Operations and Process Improvement Analysis.
  • Demonstrative skills in MS Office programs.
  • Strong analytical skills
  • Strong English verbal and written communication skills.
  • Strong work ethics, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills.
Seniority level
  • Seniority level Director
Employment type
  • Employment type Full-time
Job function
  • Job function Quality Assurance, Strategy/Planning
Clark Freeport and Special Economic Zone 3 linggo nakalipas

Clark Freeport and Special Economic Zone 1 linggo nakalipas

Clark Freeport and Special Economic Zone 2 buwan nakalipas

Clark Freeport and Special Economic Zone 1 linggo nakalipas

Clark Freeport and Special Economic Zone 1 linggo nakalipas

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