{"id":2966386,"url":"https://alion.io/job/sutherland-quality-supervisor-2","title":"Quality Supervisor","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":81,"open_postings":47,"ghost_share":0,"stale_share":0.957,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mandaluyong, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":18500,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"closed","first_seen_at":"2026-10-20T16:16:07Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T09:31:11Z","board_verified":false,"closed_at":"2026-10-22T09:31:11Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance\n Prepare weekly Sampling Plan and share with the CE team.\nEnsure that all types of transactions are monitored.\n\nEnsure that all the three types of audits are done as recommended by COPC - Live, Recorded and Side-by-Side.\n\nEnsure Sampling Adherence is met MIPs are implemented if required.\n\nTrack if the QAs are providing appropriate feedback basis the audits to improve consultant’s ability to perform better.\n\nKeep checking the QA's accuracy by doing ATA and Calibration.\n\nBe a consultant and advisor to the QAs to clarify on parameters during need.\n\nConduct frequent QA reviews and provide inputs to QA on the areas to be focused.\n\nAnalyse monitoring data to identify program level issues and opportunities.\n\nCommunicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.\n\nDrive quality awareness programs and performance improvement projects.\n\nWork in a collaborative manner with stakeholders - various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.\n\nTeam Player - Ensure employee satisfaction.\n\nBuild a positive working atmosphere within the team and engage the team members with employee engagement models.\n\nBuild competencies within the team so they can pick up additional responsibilities/move to the next level.\n\nLook at ways to reduce waste and increase efficiency - Use process mapping techniques, quality tools to increase utilization, performance.\n\n Qualifications\nAt least 2-3 years of Quality Supervisor experience.\n\nMinimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment\n\nProficiency in MS Office applications and quality management software\n\nStrong analytical and problem-solving skills, with the ability to interpret complex data and identify trends\n\nExcellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members\n\nIn-depth knowledge of call center operations, performance metrics, and quality standards\n\nExperience in developing and implementing process improvements\n\nUnderstanding of regulatory compliance requirements in customer service\n\nDemonstrated leadership skills and ability to work collaboratively in a team environment\n\nAbility to multitask and work efficiently in a fast-paced, dynamic environment\n\nStrong attention to detail and commitment to maintaining high-quality standards\n\nCertifications such as Six Sigma or those focused on quality management are highly advantageous\n\nExperience with data analysis tools and reporting software is a plus","description_format":"text","description_chars":3313,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-21T00:18:09Z"},{"event":"close","at":"2026-10-22T09:31:11Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/sutherland-quality-supervisor-2","json_url":"https://alion.io/job/sutherland-quality-supervisor-2.json","meta":{"generated_at":"2026-10-24T06:58:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10301,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6648},"rest":"https://alion.io/mcp/rest/get_company?id=6648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsutherland-quality-supervisor-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsutherland-quality-supervisor-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsutherland-quality-supervisor-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sutherland-quality-supervisor-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsutherland-quality-supervisor-2"}]}