Lead -Quality Assurance (Email Abuse)
HyderabadFull-time1.5–3 yrsPosted 1 week ago
Junior quality assurance role at Sutherland in Hyderabad. Needs 1.5–3 years and a degree.
About the role
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.
What you'll do
- Audit Planning & Execution
- 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
What you need
- Root cause analysis
- SOP writing
- Data privacy
Good to have
- PowerPoint