Lead -Quality Assurance (Email Abuse)
Sutherland (company site, opens in a new tab)1.5–3 yrsHyderabadOn-siteDirect career pageEst. 3–5.5 LPA
Posted on 2 Sept
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Job description
Structured overview of role & requirements
About This Role
- Conduct regular quality audits of Email Abuse cases ensuring accuracy and adherence to client policies and SOPs.
- Identify quality gaps and perform root cause analysis to recommend corrective actions and coaching.
- Prepare QA reports and collaborate with Training, Operations, and Policy teams to drive quality improvements and compliance.
Minimum Requirements
- Bachelor's degree in any stream.
- 1.5–3 years in Quality Assurance, preferably in Trust & Safety, Email Abuse, Fraud, Risk Operations, or Policy Enforcement.
- Strong knowledge of Email Abuse types: spam, phishing, scams, spoofing, impersonation, malicious links, and account compromise.
- Experience with case-level audits, quality metrics, audit methodology, and root cause analysis.
Ideal Candidate Profile
- Experience working cross-functionally with Operations, Training, Policy, and SME teams to ensure consistent policy application and quality standards.
- Ability to handle complex and ambiguous cases with consistent policy interpretation and decision-making.
- Skilled in analytical problem solving and reporting to identify trends and recommend quality improvements.