Sutherland: Lead -Quality Assurance (Email Abuse) — Hyderabad, TS, India

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Lead -Quality Assurance (Email Abuse) in Hyderabad, TS, India, under reference REF46504F. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 2 September 2026
• Brands: Sutherland

Responsibilities and work described

• 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
• 1
• Audit Planning & Execution
• Research / execution: Daily/Weekly/Monthly quality audits of Email Abuse cases based on defined sampling guidelines
• Quality / delivery: adequate coverage across different case types, risk levels, workflows, and escalation categories
• Execution: audits on agent decisions to assess accuracy, policy adherence, investigation quality, and appropriate enforcement actions
• Research / execution: Live, Recorded, and Side-by-Side evaluations as required
• Quality / delivery: audit completion within defined QA SLAs
• Identify critical errors and immediately escalate high-risk or policy-sensitive cases
• 2
• Quality Assurance & Monitoring
• Maintenance: 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

Essential requirements and candidate background

• Bachelor's degree in any stream
• 1.5–3 years of experience in Quality Assurance, preferably within Trust & Safety, Email Abuse, Fraud Operations, Risk Operations, Content Moderation, or Policy Enforcement
• Experience conducting transaction/case-level audits and providing structured feedback
• Understanding: quality metrics, sampling, audit methodology, and RCA
• Interpret and apply policy consistently across complex and ambiguous cases
• Good understanding of Email Abuse concepts: spam, phishing, scams, spoofing, impersonation, malicious links, and account compromise
• Analytical, decision-making, and problem-solving skills
• Good written and verbal communication skills
• Work effectively with Operations, Training, Policy, and SME teams

Preferred experience and additional strengths

• Proficiency: MS Excel and PowerPoint is preferred

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Hyderabad, TS, India

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Lead -Quality Assurance (Email Abuse) vacancy is not an offer for reference REF46504F; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF46504F.

Compare your qualifications and experience with the essential conditions for the Hyderabad, TS, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Excel

Excel examples should identify the task, the data and the checks used to avoid an incorrect result. Explain whether you built a reporting workbook, reconciled records, automated a process or maintained an existing model.

Relevant skills

• Excel
• PowerPoint
• quality assurance
• audit
• compliance
• training
• stakeholder management
• communication
• root-cause analysis