Lead - Customer Experience

Sutherland Global; Angeles; On-site; PHP 400,000 - 640,000; Full time

Job summary

Sutherland is seeking a leadership-oriented and self-motivated individual to join as Lead-Customer Experience/Quality Analyst. The role focuses on completing CX observations, driving continuous improvement, and delivering team-level analyses to improve CSAT, issue resolution, and ASAT metrics.

The ideal candidate brings 1–2 years of QA experience in a call center, strong English communication, and proficiency with MS Office.

Qualifications

• At least 1 to 2 years Quality Analyst experience in a call center setting.
• Fluent in written and verbal English, with the ability to comprehend and communicate with onshore team and external customers.

Responsibilities

• Improve Customer Experience metrics (CSAT, Issue Resolution, ASAT) through observations and engagement.
• Maintain program expertise by completing required phone time and contact handling hours.
• Attend client and internal calibration sessions to ensure consistency and accuracy in evaluations.
• Drive consultant improvement by providing targeted recommendations from CE observations.
• Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag).

Skills

Quality Analyst

Call Center

Business English

MS Office

Tools

MS Excel

PowerPoint

Job description

Company Description:

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as a service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description:

Sutherland is seeking a leadership-oriented and self-motivated person to join us as Lead-Customer Experience/Quality Analys t. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Role Overview:

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.
• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.

• Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT)

• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes.

Roles and Responsibilities:

A. CE Team Delivery

1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.

2. Maintain program expertise by completing required amount of phone time / contact handling hours.

3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.

B. Team Development

1. Drive consultant improvement by providing targeted recommendations from CE observations

C. Continuous Improvement Framework Deployment and Analysis

1. Improve performance of assigned focus consultants against CI goal through follow up observations

2. Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)

Qualifications:

Our most successful candidates will have:

• At least 1 to 2 years Quality Analyst Experience in a Call Center Setting.
• Strong computer literacy with the ability to quickly learn.
• Fluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.
• B2 & above communication skills
• Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
• Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.

Internal

• Must be a Lead- CE / VQA for at least a year.
• Must have FY25 PDP score of Exceeds Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No Active DA.

Additional Information:

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