Customer Experience Quality Analyst (CX Analyst)

Sutherland; Palayan; On-site; PHP 360,000 - 480,000; Full time

Job summary

Sutherland is hiring a Customer Experience Quality Analyst to evaluate customer interactions, identify performance gaps, and partner with operations to raise CSAT and ASAT. You will influence coaching and development, ensuring consistent quality across teams while driving measurable improvements in customer outcomes.

Ideal candidates bring 1–2 years in QA or CX analytics, strong Excel/PowerPoint skills, and a detail-oriented mindset.

Qualifications

• Experience in quality auditing and coaching to drive performance improvements.
• Ability to analyze customer experience metrics and identify trends.
• Strong English written and verbal communication skills.
• Stakeholder management and data-driven decision making are essential.

Responsibilities

• Conduct customer interaction evaluations using CX frameworks and quality standards.
• Identify trends, defects, and root causes impacting CX and operations.
• Partner with Operations leaders to improve CSAT, ASAT, and other metrics.
• Provide feedback and development recommendations to enhance consultant performance.
• Produce performance analyses: top drivers, defects, and leading indicators.

Skills

Quality auditing

Coaching

Performance improvement

Metrics analysis

English communication

Stakeholder management

Microsoft Excel

Microsoft PowerPoint

Attention to detail

Quality Analyst

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Elevate Customer Experiences. Drive Meaningful Change.

At Sutherland, we're passionate about creating exceptional customer experiences that drive business success. We're looking for a Customer Experience Quality Analyst who thrives on data, coaching, continuous improvement, and making a measurable impact on customer satisfaction.

In this role, you'll go beyond traditional quality monitoring. You'll partner with operations teams to uncover insights, identify performance opportunities, influence consultant development, and help deliver world-class customer experiences.

If you're analytical, customer-focused, and passionate about driving operational excellence, we'd love to hear from you.

What You'll Do

Drive Customer Experience Excellence

• Conduct customer interaction evaluations using established Customer Experience (CX) frameworks and quality standards.
• Identify trends, defects, and root causes impacting customer satisfaction and operational performance.
• Partner with Operations leaders to improve key customer experience metrics, including:
• Customer Satisfaction (CSAT)
• Associate Satisfaction (ASAT)
• Deliver actionable recommendations that help teams improve customer interactions and service delivery.
• Analyze team performance data and identify opportunities for continuous improvement.
• Produce team-level performance analysis, including:
• Top Contact Drivers
• Quality Defects
• Leading and Lagging Indicators
• Monitor progress and effectiveness of improvement initiatives through follow-up observations and assessments.

Coach and Influence Performance

• Provide meaningful feedback and development recommendations based on quality evaluations.
• Partner with Team Managers and Operations leaders to improve consultant performance and customer outcomes.
• Support continuous learning and quality excellence across assigned teams.
• Participate in calibration sessions to ensure evaluation consistency and accuracy.
• Maintain program expertise through required customer contact handling activities.
• Support initiatives that enhance processes, quality standards, and overall customer experience.

What Makes You Successful

Required Qualifications

• 1-2 years of experience as a Quality Analyst, QA Analyst, or Customer Experience Analyst in a BPO or contact center environment.
• Strong understanding of quality auditing, behavioral coaching, and performance improvement methodologies.
• Experience analyzing operational and customer experience metrics.
• Excellent verbal and written English communication skills.
• Strong stakeholder management and presentation skills.
• Proficiency in Microsoft Excel, PowerPoint, and other productivity tools.
• Strong attention to detail and ability to identify trends, patterns, and root causes.

Preferred Skills

• Experience supporting CSAT, NPS, Customer Experience, or Quality Improvement initiatives.
• Knowledge of continuous improvement methodologies and performance analysis.
• Ability to influence teams through data-driven recommendations and coaching.

Why Join Sutherland?

Be part of a global customer experience and digital transformation company

Work with leaders who value innovation, analytics, and continuous improvement

Make a direct impact on customer satisfaction and business performance

Grow your career in Quality, Customer Experience, Analytics, and Operational Excellence

Join a culture that promotes learning, development, and internal career growth