Associate / Senior Associate — International Voice Process

Sutherland’s interview process typically starts with a timed online aptitude test covering quantitative, logical, and verbal sections. Successful candidates move to a role‑play interview where they simulate a customer call, assessing communication, empathy, and problem‑resolution skills. This is followed by a managerial interview focusing on domain knowledge and cultural fit, and finally an HR round that discusses compensation, shift timings, and career growth. The overall difficulty is moderate; thorough preparation of aptitude and call‑handling scenarios helps candidates stand out.

Sutherland promotes a collaborative, inclusive culture where employees are encouraged to innovate and take ownership of their work. The company offers structured learning programs, clear career ladders, and a balanced approach to work‑life integration, especially for night‑shift teams.

Minimum: High school diploma or equivalent; any graduate degree accepted. No specific branch restriction. Minimum aggregate 60% in academics (or equivalent CGPA). Freshers and candidates with 1–6 years of relevant experience are eligible. No backlogs allowed at the time of joining. Candidates should be fluent in English (verbal and written) and comfortable with night shift rotations.

Round 1: Online aptitude & logical reasoning test → Round 2: Technical/role‑play interview (communication, scenario handling) → Round 3: Managerial interview (fit and domain knowledge) → Round 4: HR interview (culture fit, expectations)

Sutherland Global Services is a leading digital transformation partner that helps enterprises across the globe adopt AI, automation, cloud engineering, and advanced analytics. With a portfolio of over 200 patented inventions, Sutherland works with iconic brands in sectors such as telecom, finance, logistics, and technology. The company’s "as a service" model enables clients to outsource critical business processes while benefiting from cutting‑edge technology and a highly skilled workforce. Operating in more than 20 countries, Sutherland offers a vibrant, multicultural environment where employees can collaborate with peers from different backgrounds and gain exposure to global best practices. The International Voice Process role based in Airoli, Navi Mumbai, is a front‑line customer‑facing position that deals with both inbound and outbound interactions for clients in telecom, technology, logistics, and mortgage domains. As an Associate or Senior Associate, you will be the voice of the brand, handling queries related to services, technical issues, billing, order status, deliveries, refunds, and loan processes. The role demands strong communication skills, empathy, and the ability to resolve problems quickly while meeting quality and productivity targets. Key responsibilities include: 1. Respond to inbound calls and initiate outbound calls across multiple domains. 2. Diagnose and troubleshoot technical and service‑related issues. 3. Process billing inquiries, refunds, and order modifications. 4. Assist customers with loan and mortgage related queries. 5. Drive sales opportunities through cross‑selling and upselling. 6. Maintain accurate records in CRM and other support tools. 7. Escalate complex cases to higher‑level teams and ensure timely closure. 8. Meet or exceed SLA, quality, productivity, and retention metrics. 9. Provide multi‑channel support via voice, email, and chat. 10. Contribute to team goals and share best practices. Tech stack primarily involves Windows‑based desktop environments, CRM platforms (such as Salesforce or internal tools), VoIP telephony systems, and standard office productivity suites. The role offers a clear growth path: high‑performing Associates can progress to Senior Associate, then to Team Lead, Operations Manager, and eventually to specialized roles in process optimization or client handling. Why join Sutherland? The company promises a fast‑paced global work environment where your voice truly matters. Employees gain lifelong skills—problem solving, professionalism, adaptability, and effective communication—while receiving continuous learning and development opportunities. A supportive team culture celebrates wins, encourages collaboration, and offers recognition and rewards that align with career aspirations. For freshers and experienced professionals alike, Sutherland provides a platform to grow quickly within a reputable MNC and build a solid foundation for a long‑term career in customer experience and digital services.