Lead Customer Experience & Quality Analyst

Sutherland; Mabalacat; On-site; PHP 360,000 - 720,000; Full time

Job summary

Sutherland in Pampanga is seeking a leadership-oriented Customer Experience/Quality Analyst to drive CX improvements across assigned teams. The role focuses on CE observations, coaching, and data-driven analysis to raise CSAT and reduce defects.

Ideal candidates bring 1–2 years QA experience in a call center, strong English communication, and proficiency with MS Office. A path into CE leadership is emphasized within a dynamic, customer-focused environment.

Qualifications

• Minimum 1–2 years of Quality Analyst experience in a call center setting.
• Strong computer literacy and quick learning ability.
• Fluent written and verbal English communication with onshore and external stakeholders.
• Proficiency in Microsoft Office applications (Excel, PowerPoint).
• Solid understanding of Quality audit and coaching processes; able to observe, analyze, and give constructive feedback.
• Demonstrated customer-oriented service mindset.

Responsibilities

• A. CE Team Delivery: Improve CX metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.
• A. CE Team Delivery: Maintain required phone time / contact hours to sustain program expertise.
• A. CE Team Delivery: Calibrate evaluations with client and internal sessions for consistency.
• B. Team Development: Drive consultant improvement by providing targeted CE observations recommendations.
• C. CI Framework Deployment: Improve performance of focus consultants through follow-up observations.
• C. CI Framework Deployment: Produce Level 1 analysis (Top Driver, Defects, Lead/Lag) for teams.

Skills

Quality Assurance Experience

Call Center Experience

English Communication

Data Analysis

Customer Service Orientation

Observing & Feedback

MS Office Proficiency

Tools

Microsoft Office

MS Excel

PowerPoint

Job description

Sutherland in Pampanga is seeking a leadership-oriented Customer Experience/Quality Analyst to drive CX improvements across assigned teams. The role focuses on CE observations, coaching, and data-driven analysis to raise CSAT and reduce defects.

Ideal candidates bring 1–2 years QA experience in a call center, strong English communication, and proficiency with MS Office. A path into CE leadership is emphasized within a dynamic, customer-focused environment.