Lead Customer Experience & Quality Analyst

Sutherland; Palayan; On-site; PHP 335,000 - 502,000; Full time

Job summary

Sutherland is seeking a leadership-oriented Customer Experience/Quality Analyst to join our team in the Philippines. You will lead CE observations, champion CX initiatives, and deliver team-level analyses to improve CSAT, issue resolution, and ASAT while aligning with client expectations.

Ideal candidates have 1–2 years QA experience in a call center, strong MS Office skills, fluent English, and the ability to analyze data and provide actionable feedback to raise performance and customer

Qualifications

• 1–2 years Quality Analyst experience in a call center.
• Strong computer literacy with the ability to learn quickly.
• Fluent in written and verbal English for onshore communication.
• Proficient in MS Excel and PowerPoint.
• Solid understanding of quality audits and coaching; able to observe, analyze, and give constructive feedback.

Responsibilities

• Improve CE metrics (CSAT, Resolution) through observations and team engagement.
• Maintain program expertise by required phone time / contact handling hours.
• Calibrate evaluation with client and internal sessions.
• Drive consultant improvement by providing targeted CE feedback.
• Deploy Continuous Improvement framework and analyze performance.
• Produce Level 1 analysis: Top Driver, Defects, Lead/Lag.

Skills

Quality Analyst

Call Center

English Proficiency

Data Analysis

Customer Orientation

Coaching

Tools

MS Excel

PowerPoint

Job description

Sutherland is seeking a leadership-oriented Customer Experience/Quality Analyst to join our team in the Philippines. You will lead CE observations, champion CX initiatives, and deliver team-level analyses to improve CSAT, issue resolution, and ASAT while aligning with client expectations.

Ideal candidates have 1–2 years QA experience in a call center, strong MS Office skills, fluent English, and the ability to analyze data and provide actionable feedback to raise performance and customer