Lead-Customer Experience

Sutherland; Carmona; On-site; PHP 180,000 - 300,000; Full time

Job summary

Sutherland is seeking an attentive and analytical Quality Analyst to join our team in the Philippines. The role focuses on evaluating and documenting customer transactions to ensure information is accurate and consistent, supporting high-quality customer experiences.

The ideal candidate will have six months experience in process transformation, be proficient with MS Office, and able to work in a fast-paced environment.

Qualifications

• Experience evaluating customer transactions or similar analyses.
• Ability to interpret data, identify trends, and propose improvements.
• Strong written and verbal communication skills.

Responsibilities

• Evaluate customer transactions to ensure accuracy and consistency.
• Attend internal and external calibration sessions as assigned.
• Support KPI performance and drive service quality.

Skills

Analytical thinking

Verbal & written communication

Team player

Tools

MS Office

Job 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.

• 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