How does swipeandhired work?

You set your target roles, salary floor and locations once. swipeandhired scores matching postings against your profile, drafts tailored application materials with AI, and either lets you swipe to apply, one tap at a time, or runs fully on autopilot. Every application is tracked in your dashboard.

Which ATS platforms does swipeandhired support?

All of them. swipeandhired applies on every applicant tracking system (ATS) employers use, including Workday, SmartRecruiters, Greenhouse, iCIMS, Lever, Ashby, Taleo, SuccessFactors, Oracle Cloud and Jobvite, and on a company's own careers page when it uses none of them. You can also bring any posting yourself by link or pasted text.

Can I cancel my subscription?

Anytime, in one click from the billing portal in Settings. Your plan stays active until the end of the current billing period. No retention calls, no dark patterns.

Is my data used for training AI models?

No. Your resume and application data are processed only to run the service for you, matching, drafting, and submitting applications. We never sell your data. If you bring your own AI provider key, requests go directly to your provider under their terms.

Training and Quality Lead at Sutherland, Angeles

Training and Quality Lead at Sutherland in Angeles. Full-time. Apply with swipeandhired.

We are seeking an operational Training & Quality Lead from our BPO partner to ensure frontline agents deliver accurate, compliant, and effortless traveler experiences. Positioned within the partner's contact center operations, this role owns two connected outcomes: interactions consistently meet client quality standards, and agents are trained, certified, and coached to apply policies, processes, and knowledge resources correctly.
The ideal candidate combines contact center quality auditing and training delivery expertise, acting as the frontline bridge between vendor performance data, agent readiness, and client-side operations, product, and knowledge teams — closing the loop from defect detection to process fix to agent behavior change.

Quality Framework & Calibration

Operationalize and execute client-approved QA frameworks, evaluation forms, and scoring guidelines across voice, chat, and email channels.
Lead regular calibration sessions with client QA, BPO QA analysts, and team leads to maintain scoring consistency across sites.
Review policy, process, and Knowledge Base (KB) updates before release to confirm accuracy and agent usability.

Training Design & Agent Enablement

Design and deliver onboarding, nesting, upskill, and refresher training for new hires, tenured agents, and team leads.
Translate policy, process, and KB updates into change-management content: release notes, job aids, quick-reference guides, and short refresher sessions delivered before go-live.
Build scenario-based roleplays, simulations, and assessments within nesting and onboarding curricula.
Run knowledge checks and certification assessments to confirm agent readiness before production.
Equip team leads and coaches with coaching guides tied to audit findings so that behavior gaps are corrected at the floor level.

Operational Auditing & Performance Monitoring

Conduct daily audits of live interactions to detect incorrect policy applications, process deviations, knowledge gaps, and journey drops.
Audit escalations and transfers to evaluate context handoff, CRM documentation accuracy, and handle times.
Audit agent use of KB articles and tools, distinguishing process- or content-driven defects from agent-driven (skill or will) gaps.

Closed-Loop Feedback & Defect Analysis

Perform root-cause analysis on resolution failures, escalation spikes, and recurring customer friction points, classifying each as a process, knowledge, system, or training root cause.
Synthesize audit data into weekly reports; feed insights to client Operations, KB Managers, and Product teams for process and content improvements.
Convert agent-driven defects into targeted training interventions, coaching plans, and refresher content, and track post-intervention improvement.
Identify KB content gaps and recurring traveler queries, recommending new or updated articles.

Experience

Contact Center Quality & Training Background: 3+ years in quality management, operational auditing, or training delivery within a high-volume BPO/contact center environment, with hands-on experience in both disciplines strongly preferred.
Training Design & Delivery: Proven experience building and facilitating onboarding, nesting, upskill, or refresher programs, including job aids, assessments, and roleplay scenarios.
Interaction Auditing: Demonstrated experience auditing voice, chat, or email interactions against defined quality standards and running calibration sessions.
Travel Industry (Preferred): Prior experience in travel, hospitality, or tech-enabled customer support operations is strongly preferred.
Methodology: Familiarity with process improvement tools (Lean, Six Sigma, Root Cause Analysis / 5 Whys) and instructional design models (ADDIE or similar); a train-the-trainer or facilitation certification is a plus.

Core Competencies & Skills

Learning Design & Facilitation: Ability to turn audit findings and process changes into concise, engaging learning content and to facilitate confidently for agents, team leads, and leadership audiences.
Coaching & Calibration: Skilled in calibrating scoring across QA and operations teams and in coaching team leads to drive measurable behavior change.
Analytical & Data-Driven: Ability to turn transcript audits, CSS feedback, and performance dashboard data into actionable insights.
Change Management: Able to drive adoption of new policies, processes, and tools on the floor, anticipating agent resistance and readiness gaps.
Cross-Functional Communication: Clear written and verbal reporting to present quality defects, training impact, and process feedback to BPO leadership and client teams.

All your information will be kept confidential according to EEO guidelines.