Position: Quality Assurance Assistant Manager – Disability Claims

Location: Taguig (Onsite) | Salary: ₱65K – negotiable | Start Date: ASAP

Sutherland is hiring a Quality Assurance Assistant Manager to lead performance analysis and quality initiatives for a Disability Claims account. This role ensures compliance with policies, drives process improvements, and mentors QA teams to maintain exceptional service standards.

Key Responsibilities

• Analyze customer interactions to identify trends and improvement areas.

• Provide feedback, coaching, and training to enhance agent performance.

• Document quality issues, track metrics, and present reports to management.

• Collaborate with supervisors and trainers to implement process improvements.

Qualifications

• BPO experience is mandatory with at least 3 years in Quality Assurance and 1 year in Disability Claims.

• Proven people management and leadership skills.

• Bachelor’s degree in Business, Quality Management, or related field.

• Strong analytical, problem-solving, and communication abilities.

• Proficiency in MS Office and quality management tools.

• Knowledge of call center operations, metrics, and regulatory compliance.

• Six Sigma or quality-related certifications are a plus.

• Former Sutherland employees will not be considered.