Lead -Quality Assurance (Email Abuse)

At Sutherland we are a group of energetic and driven individuals. 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!

Role Summary

A Quality Analyst - Email Abuse within the Trust & Safety team will be responsible for ensuring the accuracy, consistency, and effectiveness of decisions made while identifying and addressing abusive, fraudulent, and malicious email activity.

The role involves conducting regular audits, identifying quality and policy gaps, supporting calibration sessions, performing root cause analysis, and providing actionable feedback to Operations and Training teams.

The Quality Analyst will work across email abuse scenarios such as spam, phishing, scams, malicious content, impersonation, spoofing, account compromise, and other forms of email-based abuse, ensuring decisions are aligned with client policies, SOPs, and applicable Trust & Safety standards.

Key Responsibilities

1. Audit Planning & Execution

• Conduct Daily/Weekly/Monthly quality audits of Email Abuse cases based on defined sampling guidelines.
• Ensure adequate coverage across different case types, risk levels, workflows, and escalation categories.
• Perform audits on agent decisions to assess accuracy, policy adherence, investigation quality, and appropriate enforcement actions.
• Conduct Live, Recorded, and Side-by-Side evaluations as required.
• Ensure audit completion within defined QA SLAs.
• Identify critical errors and immediately escalate high-risk or policy-sensitive cases.

2. Quality Assurance & Monitoring

• Maintain adherence to defined sampling, audit, and agent-feedback SLAs.
• Evaluate cases for correct identification and classification of email abuse.
• Assess the accuracy of decisions involving:
  • Spam and unsolicited email
  • Phishing
  • Scams and fraudulent communications
  • Malicious or suspicious links
  • Impersonation and spoofing
  • Account compromise
  • Malicious attachments or content
  • Abuse of email services
• Identify trends in quality defects, policy misses, investigation errors, and incorrect enforcement decisions.
• Conduct Root Cause Analysis (RCA) for recurring or high-impact quality issues.
• Recommend corrective action plans and targeted coaching for repeated performance gaps.
• Track improvement following corrective actions.

3. Calibration & Consistency Management

• Participate in regular calibration sessions with QA, Training, Operations, and SME teams.
• Ensure consistent interpretation and application of Email Abuse policies.
• Participate in client and cross-location calibration sessions where applicable.
• Identify policy ambiguity and gray-area cases requiring clarification.
• Document calibration outcomes and communicate changes to relevant stakeholders.
• Support Gage R&R / Repeatability & Reproducibility exercises, where applicable, to assess consistency and reliability of quality evaluations.

4. Risk Mitigation & Compliance Management

• Identify and escalate critical Email Abuse violations and high-risk cases.
• Monitor for systemic failures that may result in increased exposure to phishing, scams, fraud, malicious activity, or platform abuse.
• Partner with Trust & Safety Policy, Training, and Operations teams to identify gaps in SOP and policy interpretation.
• Ensure appropriate escalation of cases requiring SME, Policy, or client review.
• Support compliance with data privacy, information security, and client-specific requirements.
• Maintain appropriate documentation and risk logs for critical quality issues.

5. Reporting & Stakeholder Management

• Prepare and maintain regular QA reports covering:
  • Quality scores
  • Error trends
  • Policy adherence
  • Critical errors
  • Sampling coverage
  • Audit completion
  • RCA findings
  • Corrective actions
• Translate quality findings into actionable recommendations for Training, Operations, and Policy teams.
• Share recurring quality gaps and recommend refresher or targeted training.
• Present quality trends and improvement opportunities during team reviews and governance meetings.
• Work closely with Training and Operations to monitor the effectiveness of corrective actions.
• Support WBRs, QBRs, client governance reviews, and other quality forums as required.

• Bachelor's degree in any stream.
• 1.5-3 years of experience in Quality Assurance, preferably within Trust & Safety, Email Abuse, Fraud Operations, Risk Operations, Content Moderation, or Policy Enforcement.
• Experience conducting transaction/case-level audits and providing structured feedback.
• Strong understanding of quality metrics, sampling, audit methodology, and RCA.
• Ability to interpret and apply policy consistently across complex and ambiguous cases.
• Good understanding of Email Abuse concepts such as spam, phishing, scams, spoofing, impersonation, malicious links, and account compromise.
• Strong analytical, decision-making, and problem-solving skills.
• Good written and verbal communication skills.
• Ability to work effectively with Operations, Training, Policy, and SME teams.
• Proficiency in MS Excel and PowerPoint is preferred.