Quality Assurance Lead

At Sutherland we are a group of energetic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

• Conduct Daily/Weekly/Monthly quality audits of Email Abuse cases based on defined sampling guidelines.
• Ensure adequate coverage across different case types, risk levels, workflows, and escalation categories.
• Perform audits on agent decisions to assess accuracy, policy adherence, investigation quality, and appropriate enforcement actions.
• Conduct Live, Recorded, and Side-by-Side evaluations as required.
• Ensure audit completion within defined QA SLAs.
• Identify critical errors and immediately escalate high-risk or policy-sensitive cases.
• Maintain adherence to defined sampling, audit, and agent-feedback SLAs.
• Evaluate cases for correct identification and classification of email abuse.
• Assess the accuracy of decisions involving: Spam and unsolicited email, Phishing, Scams and fraudulent communications, Malicious or suspicious links, Impersonation and spoofing, Account compromise, Malicious attachments or content, Abuse of email services.
• Identify trends in quality defects, policy misses, investigation errors, and incorrect enforcement decisions.
• Conduct Root Cause Analysis (RCA) for recurring or high-impact quality issues.
• Recommend corrective action plans and targeted coaching for repeated performance gaps.
• Track improvement following corrective actions.
• Participate in regular calibration sessions with QA, Training, Operations, and SME teams.
• Ensure consistent interpretation and application of Email Abuse policies.
• Participate in client and cross-location calibration sessions where applicable.
• Identify policy ambiguity and gray-area cases requiring clarification.
• Document calibration outcomes and communicate changes to relevant stakeholders.
• Support Gage R&R / Repeatability & Reproducibility exercises, where applicable, to assess consistency and reliability of quality evaluations.
• Identify and escalate critical Email Abuse violations and high-risk cases.
• Monitor for systemic failures that may result in increased exposure to phishing, scams, fraud, malicious activity, or platform abuse.
• Partner with Trust & Safety Policy, Training, and Operations teams to identify gaps in SOP and policy interpretation.
• Ensure appropriate escalation of cases requiring SME, Policy, or client review.
• Support compliance with data privacy, information security, and client-specific requirements.
• Maintain appropriate documentation and risk logs for critical quality issues.
• Prepare and maintain regular QA reports covering: Quality scores, Error trends, Policy adherence, Critical errors, Sampling coverage, Audit completion, RCA findings, Corrective actions.
• Translate quality findings into actionable recommendations for Training, Operations, and Policy teams.
• Share recurring quality gaps and recommend refresher or targeted training.

• Role Summary: A Quality Analyst – Email Abuse within the Trust & Safety team will be responsible for ensuring the accuracy, consistency, and effectiveness of decisions made while identifying and addressing abusive, fraudulent, and malicious email activity.
• The role involves conducting regular audits, identifying quality and policy gaps, supporting calibration sessions, performing root cause analysis, and providing actionable feedback to Operations and Training teams.
• The Quality Analyst will work across email abuse scenarios such as spam, phishing, scams, malicious content, impersonation, spoofing, account compromise, and other forms of email-based abuse, ensuring decisions are aligned with client policies, SOPs, and applicable Trust & Safety standards.