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SeniorFull-time
Salary Range
$14,586 - $19,734 /year
This salary is estimated based on similar roles. The actual salary may vary.
QA Analyst (Mortgage Program)
About the Role
We are looking for a driven, detail-oriented, and analytical QA Analyst to support our Mortgage Program. In this role, you will play a critical part in ensuring service excellence by evaluating customer interactions, driving quality compliance, and influencing process improvements that directly impact customer satisfaction and business performance.
This is a high-visibility role where you will not only assess quality but also help shape the overall customer experience strategy through insights, collaboration, and continuous improvement initiatives.
 
What You’ll Do
As a QA Analyst, you will:
• Champion Quality Analyst by monitoring, evaluating, and ensuring consistent quality across customer interactions within the mortgage program.
• Drive quality performance by ensuring adherence to established processes, compliance standards, and service guidelines.
• Analyze trends and insights from customer interactions and operational data to identify gaps, risks, and improvement opportunities.
• Influence process improvements by recommending actionable strategies that enhance efficiency, accuracy, and customer satisfaction.
• Deliver meaningful reports to leadership with clear, accurate, and timely insights on performance and quality metrics.
• Strengthen stakeholder relationships by collaborating closely with operations, training, and client teams to align expectations and resolve recurring issues.
• Support team capability building by sharing feedback, coaching insights, and best practices to improve overall team performance.
• Contribute to business impact by ensuring quality initiatives directly support KPI achievement and service excellence goals.
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About Sutherland
Sutherland is a global leader in digital transformation and technology services, specializing in helping organizations navigate the complexities of modern business through innovative solutions. Headquartered in the United States, the company has established a strong presence across multiple continents, offering expertise in automation, artificial intelligence, and customer experience management. Founded in 1998, Sutherland has grown from a regional service provider into a multinational corporation, driven by a commitment to leveraging cutting-edge technology to solve real-world business challenges. The company operates at the intersection of technology and customer engagement, serving clients across various industries including financial services, healthcare, and telecommunications. Sutherland’s core offerings include robotic process automation (RPA), artificial intelligence (AI) solutions, and customer experience (CX) platforms designed to enhance operational efficiency and customer satisfaction. Their services are characterized by a focus on scalability, integration with existing systems, and measurable outcomes. Key features of their solutions include advanced analytics, omnichannel support, and bespoke consulting to tailor strategies to client-specific needs. The company primarily targets large enterprises and mid-sized businesses seeking to streamline processes, reduce costs, and improve customer interactions through technology-driven initiatives. Their solutions are particularly valued by organizations undergoing digital transformation or looking to optimize their customer service operations. Sutherland has achieved significant recognition in the industry, including multiple awards for innovation in automation and customer experience. The company is positioned as a trusted partner for businesses aiming to harness the power of AI and automation to drive growth and efficiency. A notable aspect of Sutherland’s value proposition is its emphasis on ethical AI and sustainable practices, ensuring that technological advancements align with corporate responsibility and long-term business goals. This commitment, combined with a global delivery model and a highly skilled workforce, enables Sutherland to deliver transformative results for its clients while maintaining a competitive edge in the rapidly evolving tech services landscape.
