CX Quality Analyst & Insights Coach

Sutherland

Philippines

On-site

PHP 480,000 - 720,000

Full time

2 days ago

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Job summary

Sutherland is seeking a Customer Experience Quality Analyst who thrives on data, coaching, continuous improvement, and making a measurable impact on customer satisfaction. You will 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.

Qualifications

1-2 years of experience as a Quality Analyst, QA Analyst, or CX Analyst in a BPO or contact center environment.
Strong understanding of quality auditing, behavioral coaching, and performance improvement methodologies.
Experience analyzing operational and CX metrics.
Excellent verbal and written English communication skills.
Strong stakeholder management and presentation skills.

Responsibilities

Conduct CX evaluations using established CX frameworks and quality standards.
Identify trends, defects, and root causes impacting CX and operational performance.
Partner with Operations leaders to improve CSAT, Issue Resolution, and ASAT metrics.
Produce team-level performance analysis (Top Contact Drivers, Quality Defects, Leading/Lagging Indicators).
Provide feedback and development recommendations based on quality evaluations.
Support continuous learning and quality excellence across assigned teams.