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Sutherland

Lead -Quality Assurance (Email Abuse)

Job · Full-timeIn OfficeHyderabadEntry level / 0-2 years1 opening

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About this role

Sutherland is hiring for Lead -Quality Assurance (Email Abuse) in Hyderabad. This opening was published by Sutherland on their official smartrecruiters careers board on 2 September 2026 and was verified as still open on 17 September 2026. About the role At Sutherland we are a group of energetic…

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Skills you'll use

ExcelCommunicationRQuality AssuranceStakeholder ManagementDocumentationReporting

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.
Ensure audit completion within defined QA SLAs.
Identify critical errors and immediately escalate high-risk or policy-sensitive cases.
Quality Assurance & Monitoring
Maintain adherence to defined sampling, audit, and agent-feedback SLAs.
Evaluate cases for correct identification and classification of email abuse.

Who can apply

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
Scams and fraudulent communications
Malicious or suspicious links
Impersonation and spoofing
Account compromise
Malicious attachments or content

About Sutherland

About Sutherland An AI-driven business transformation company delivering measurable business outcomes. We design, run, and automate the operations we transform - so our AI reaches production and keeps improving. • Where digital engineering meets business operations. Designed and delivered for…

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