job description
Join Sutherland as a Quality Manager in Bali and lead a transformative data-driven QA program for our US mortgage client portfolio. In this high-impact role, you will shape customer experience excellence by optimizing quality assurance processes that boost Net Promoter Scores (NPS), reduce repeat calls, and cultivate high-performing teams.
As the cornerstone of our customer service operations, you will analyze performance metrics, implement continuous improvement initiatives, and ensure compliance with industry standards. Your leadership will directly influence customer satisfaction, operational efficiency, and business growth in a dynamic, fast-paced environment.
This is a unique opportunity to drive meaningful change in a global organization while enjoying the vibrant work-life balance of Bali. If you are a strategic thinker with a passion for quality and team development, we want to hear from you.
Responsibility
- Develop and execute a data-driven quality assurance framework to enhance customer experience in US mortgage services.
- Monitor and analyze KPIs (NPS, CSAT, repeat call rates) to identify trends and implement corrective actions.
- Lead, mentor, and train QA teams to ensure consistent delivery of high-quality customer interactions.
- Collaborate with cross-functional teams to align QA processes with business objectives and regulatory requirements.
- Design and refine scorecards, evaluation criteria, and feedback mechanisms for continuous improvement.
- Conduct root cause analysis on service failures and propose actionable solutions.
- Ensure compliance with industry standards, company policies, and client-specific guidelines.
- Present performance insights and recommendations to senior leadership and stakeholders.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field; advanced degrees preferred.
- Minimum 5+ years of experience in quality assurance, preferably in call center, BPO, or mortgage servicing.
- Proven track record in leading QA teams and improving customer experience metrics (NPS, CSAT, etc.).
- Strong analytical skills with proficiency in data analysis tools (Excel, Power BI, SQL, etc.).
- Excellent communication, leadership, and stakeholder management skills.
- Familiarity with Six Sigma, Lean, or other process improvement methodologies is a plus.
- Experience working in US mortgage or financial services is highly advantageous.
- Ability to thrive in a fast-paced, multicultural environment with a focus on results.