QA Lead, Customer Experience & NPS Optimization

Sutherland Global is seeking a QA Manager for our mortgage servicing operation in Pampanga. The ideal candidate will lead the QA program, focusing on improving customer experience metrics like NPS and first-contact resolution.

As a QA Manager, you will design impactful coaching actions, partner with site leads to enhance performance, and embed customer-centered behaviors within the team. Candidates must have a minimum of 5 years in contact-center QA, ideally within mortgage servicing.