Lead Customer Experience & Quality Analyst

Aitomic Jobs; Palayan; On-site; PHP 279,000 - 391,000; Full time

Job summary

Sutherland is seeking a leadership-oriented Quality Analyst to join our on-site team in the Philippines. The role focuses on leading Customer Experience/Quality Analysis efforts, performing CX observations, and driving improvements across assigned teams.

Strong English communication, MS Office proficiency, and data-driven insights are essential. Ideal candidates have 1–2 years of QA experience in a call center, a service-oriented mindset, and the ability to coach others.

Qualifications

• 1–2 years Quality Analyst experience in a call center setting.
• Fluent in written and verbal English.
• Proficient in Microsoft Office applications (MS Excel, PowerPoint).
• Strong computer literacy and ability to learn quickly.

Responsibilities

• Complete CX observations using the program form.
• Champion CX initiatives for assigned teams to ensure continuous improvement.
• Deliver team-level analysis and identify opportunities to improve CX performance (CSAT, ASAT).
• Drive quality of customer interactions and processes to achieve customer satisfaction.

Skills

English proficiency

MS Office

Computer literacy

Observation & analysis

Customer orientation

Tools

MS Excel

PowerPoint

Microsoft Office

Job description

Sutherland is seeking a leadership-oriented Quality Analyst to join our on-site team in the Philippines. The role focuses on leading Customer Experience/Quality Analysis efforts, performing CX observations, and driving improvements across assigned teams.

Strong English communication, MS Office proficiency, and data-driven insights are essential. Ideal candidates have 1–2 years of QA experience in a call center, a service-oriented mindset, and the ability to coach others.