Company 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
Job Description:
QA Analyst (Mortgage Program)
About the Role
We are looking for a driven, detail-oriented, and analytical QA Analyst to support our Mortgage Program. In this role, you will play a critical part in ensuring service excellence by evaluating customer interactions, driving quality compliance, and influencing process improvements that directly impact customer satisfaction and business performance.
This is a high-visibility role where you will not only assess quality but also help shape the overall customer experience strategy through insights, collaboration, and continuous improvement initiatives.
What You’ll Do
As a QA Analyst, you will:
- Champion Quality Analyst by monitoring, evaluating, and ensuring consistent quality across customer interactions within the mortgage program.
- Drive quality performance by ensuring adherence to established processes, compliance standards, and service guidelines.
- Analyze trends and insights from customer interactions and operational data to identify gaps, risks, and improvement opportunities.
- Influence process improvements by recommending actionable strategies that enhance efficiency, accuracy, and customer satisfaction.
- Deliver meaningful reports to leadership with clear, accurate, and timely insights on performance and quality metrics.
- Strengthen stakeholder relationships by collaborating closely with operations, training, and client teams to align expectations and resolve recurring issues.
- Support team capability building by sharing feedback, coaching insights, and best practices to improve overall team performance.
- Contribute to business impact by ensuring quality initiatives directly support KPI achievement and service excellence goals.
Qualifications:
What We’re Looking For
We are seeking someone who brings both analytical strength and a passion for customer experience improvement.
- At least 1 year experience in quality assurance, process improvement, or operations support (BPO financial/mortgage experience is an advantage).
- Strong analytical mindset with the ability to interpret data, identify patterns, and recommend improvements.
- Proficiency in MS Office (Excel, Word, PowerPoint) for reporting and analysis.
- Excellent communication skills—able to present insights clearly in both written and verbal formats.
- Ability to work in a fast-paced, performance-driven environment with strong attention to detail.
- Proven ability to build trust and collaboration with peers, stakeholders, and leadership teams.
- A proactive, solution-oriented mindset with a strong sense of ownership and accountability.
Experience in customer experience, quality assurance, or process transformation is highly valued.
Additional Information:
Why Join Us
- Be part of a high-impact Mortgage Program where your insights directly shape customer satisfaction.
- Work in a collaborative environment that values innovation, data-driven decisions, and continuous improvement.
- Gain exposure to leadership-level reporting and cross-functional initiatives.
- Opportunity to grow into senior roles within Quality, Operations, or Customer Experience leadership tracks.
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