Lead – SQMS Operational Risk Management

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees.

For 36 years, we have been entrusted with caring for our clients’ and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance

• Achieves daily, weekly and monthly compliance check goals in accordance with compliance check framework
• Should come up with Improvement Initiatives that adds value to the program and company.
• Maintain and prepares reports as per the program and process requirement.
• Proactively seeking clarification of requirements and direction; take responsibility when needed.
• Serves as point of contact for all compliance related queries.
• Ensures adherence to client/Sutherland standards and recommends/develops action plans for process/compliance improvements, if necessary to contain and correct compliance related issues, including keen risk identification & prevention approach.
• Schedules, coordinates and facilitates awareness sessions on compliance adherence together with the Team Managers
• Conduct ORM compliance awareness sessions for New hires, including fraud & risk awareness session for the program.

• Good process knowledge and communications. 
• Voice & Chat process audit experience is preferred.
• Risk Management related exposure.
• Tenure of at least 12 months in the program.
• Good attendance and work ethics.
• Attention to detail is a key requirement.
• Ability to work in a fast-paced environment.
• Pro-active ability in developing trust and professional rapport with employees and team members., work as a team-player.
• Able to interpret data, identify trends, and make suggestions for improvements 
• Knowledge of MS Office is a must.
• PDRP score of 4 and above.
• No active MIP/PIP or DAP

All your information will be kept confidential according to EEO guidelines.