Data Driven CX Quality Analyst & Coach

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

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.