Lead-Customer Experience

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

Company Description:

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. With this goal in mind, we employ various digital tools and technologies such as speech and text analytics, business intelligence tools, etc. to fetch relevant information from the data that we receive and summarize that in the form of actionable insights for managers to implement and improve performance

Job Description:

Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals. This individual is responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned. Quality Analyst in this role get to: Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction. Strengthen relationships: Establish and maintain communication with clients and/or team members.

Qualifications:

Our most successful candidate will have:

• 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