Lead -Quality Assurance (Email Abuse)

Company Description

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!

Job Description

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.

Key Responsibilities

1. 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.