Customer Experience Quality Analyst

Sutherland Global; Carmona; On-site; PHP 240,000 - 360,000; Full time

Job summary

Sutherland Global in the Philippines is seeking a Quality Analyst to evaluate and document customer transactions, ensuring accuracy and consistency while delivering high-quality customer experiences. The role focuses on KPI performance and collaboration with teams to improve service quality.

Ideal candidates bring 6 months in process transformation, proficiency in MS Office, and strong analytical plus verbal/written communication skills to support continuous improvement and customer satisfaction.

Qualifications

• Six months experience in process transformation.
• Ability to work in MS Office.
• Ability to work in a fast-paced environment.
• Pro-active ability in developing trust and professional rapport with employees and team members, work as a team-player.
• Strong analytical skills, be able to interpret data, identify trends, and make suggestions for improvements.
• Strong verbal and written communication skills, be able to communicate in a clear, constructive, and professional manner.

Responsibilities

• Evaluate and document customer transactions to ensure accurate and consistent information.
• Define the company’s reputation by overseeing performance and service quality to guarantee customer satisfaction.
• Attend internal and external calibration sessions as assigned and drive KPI performance at or above goals.

Skills

MS Office

Fast-paced work

Team-player

Analytical skills

Communication

Process transformation

Job description

Sutherland Global in the Philippines is seeking a Quality Analyst to evaluate and document customer transactions, ensuring accuracy and consistency while delivering high-quality customer experiences. The role focuses on KPI performance and collaboration with teams to improve service quality.

Ideal candidates bring 6 months in process transformation, proficiency in MS Office, and strong analytical plus verbal/written communication skills to support continuous improvement and customer satisfaction.