Associate Manager - Customer Experience - Quality

You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel. As a Trainer, you will deliver and evaluate soft & technical skills training on all aspects of client training.

The Quality Associate Manager is responsible for overseeing quality assurance processes to ensure compliance with company standards and customer satisfaction. This role involves leading a team of Quality Analysts, analyzing performance data, identifying areas for improvement, and implementing quality initiatives that enhance service excellence. The position requires a proactive leader with a keen eye for detail, strong analytical skills, and the ability to drive continuous improvement.

Key Responsibilities:

• Team Leadership & Development:

  • Supervise, mentor, and develop a team of Quality Analysts, providing guidance and feedback to enhance their performance.
  • Conduct regular coaching sessions and performance reviews.
  • Foster a culture of continuous improvement and accountability.

• Quality Monitoring & Improvement:

  • Oversee the quality assurance process for customer interactions (calls, chats, emails, etc.).
  • Ensure compliance with quality standards, policies, and regulatory requirements.
  • Analyze QA data to identify trends, root causes, and improvement opportunities.
  • Collaborate with Training and Operations teams to implement corrective action plans.

• Reporting & Analytics:

  • Generate and present quality performance reports to leadership.
  • Use data-driven insights to recommend process improvements and training initiatives.
  • Monitor KPIs and ensure alignment with business objectives.

• Process Optimization & Compliance:

  • Assist in the development and refinement of quality guidelines and scorecards.
  • Drive initiatives to enhance customer experience and operational efficiency.
  • Ensure adherence to compliance, security, and regulatory guidelines.

Qualifications & Skills:

• Bachelor's degree in Business, Quality Management, or a related field (or equivalent experience).
• 3+ years of experience in quality assurance, with at least 1 year in a leadership role.
• Strong knowledge of quality frameworks, call center operations, and customer experience best practices.
• Proficiency in data analysis tools and reporting software (Excel, Power BI, etc.).
• Excellent communication, coaching, and leadership skills.
• Ability to work cross-functionally and drive quality improvement initiatives.

Preferred Qualifications:

• Experience with Sutherland as a Quality Analyst and supported the travel account. 
• Familiarity with Six Sigma, COPC, or other quality methodologies.
• Knowledge of Viking’s Sabre GDS.