Lead Customer Experience

Sutherland Global; Mawaque; On-site; PHP 400,000 - 500,000; Full time

Job summary

Sutherland Global is looking for a Lead-Customer Experience/Quality Analyst to enhance team performance and improve customer satisfaction. The role involves delivering analysis and identifying improvements in customer interactions.

The ideal candidate should have 1 to 2 years of experience in a call center, strong English communication skills, and proficiency in Microsoft Office applications. This position aims to drive quality initiatives and ensure continuous improvement within the team.

Qualifications

• 1 to 2 years Quality Analyst experience in a call center.
• Ability to analyze data and identify patterns.
• Experience in providing constructive feedback.

Responsibilities

• Improve team performance on Customer Experience metrics.
• Deliver team-level analysis and identify improvement opportunities.
• Drive consultant improvement through targeted recommendations.

Skills

Quality Analyst Experience in a Call Center Setting

Strong computer literacy

Fluent in written and verbal English

B2 & above communication skills

Proficient in Microsoft Office applications

Customer orientation and service-oriented attitude

Tools

Microsoft Office (MS-Excel, PowerPoint)

Job description

Job Description

We are looking for a leadership-oriented and self-motivated Lead‑Customer Experience/Quality Analyst to join our team.

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:

1. At least 1 to 2 years Quality Analyst Experience in a Call Center Setting.
2. Strong computer literacy with the ability to quickly learn.
3. Fluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.
4. B2 & above communication skills.
5. Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
6. 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

1. Must be a Lead‑CE / VQA for at least a year.
2. Must have FY25 PDP score of Exceeds Most or Clearly Exceeds.
3. Tenure of at least 18 months.
4. No Active DA.

Additional Information

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