Lead - Customer Experience (Quality Analyst)

Sutherland; Taguig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Sutherland is seeking a Lead - Customer Experience (Quality Analyst) in the Philippines to monitor and evaluate travel customer interactions across voice, chat, and email. The role emphasizes quality standards, coaching, and continuous improvement in collaboration with Training and Operations teams.

You will update quality forms and scorecards, analyze trends, and stay updated on travel policies and Sabre GDS.

Qualifications

• Prior experience in Quality Assurance or Customer Service, preferably travel account.
• Strong analytical and critical-thinking skills.
• Excellent communication skills (verbal and written).
• Familiarity with quality monitoring tools and reporting.

Responsibilities

• Monitor and evaluate customer interactions across voice, chat, and email to ensure quality.
• Provide actionable feedback and coaching to agents to improve performance.
• Collaborate with Training and Operations to identify training needs and process gaps.
• Maintain and update quality monitoring forms, guidelines, and scorecards for travel services.
• Analyze quality trends and generate reports to drive improvements.
• Assist in developing quality improvement initiatives and best practices for travel-related services.
• Conduct calibration sessions with stakeholders to align on quality expectations.
• Stay updated on travel policies, airline regulations, and industry trends.

Skills

Analytical thinking

Communication

Quality Assurance

Customer service

Coaching

Tools

Sabre GDS

Quality monitoring tools

Microsoft Office

Job description

Lead - Customer Experience (Quality Analyst)

• Full-time

You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel. As a Trainer, you will deliver and evaluate soft & technical skills training on all aspects of client training.

We are seeking a detail-oriented and analytical Quality Analyst to join our team in the travel industry. The Quality Analyst will be responsible for monitoring and evaluating customer interactions across various channels (voice, chat, email) to ensure compliance with company standards, policies, and customer service excellence. This role plays a critical part in driving continuous improvement, providing feedback, and supporting training initiatives to enhance overall team performance.

Monitor and evaluate customer interactions related to travel bookings, itinerary changes, and customer inquiries to ensure quality and compliance.

Provide actionable feedback and coaching to agents to enhance performance and customer experience.

Collaborate with Training and Operations teams to identify training needs, process gaps, and areas for improvement.

Maintain and update quality monitoring forms, guidelines, and scorecards specific to the travel industry.

Analyze quality trends and generate reports with insights to improve customer interactions.

Assist in developing quality improvement initiatives and best practices for travel-related services.

Conduct calibration sessions with internal stakeholders to align on quality expectations.

Stay updated on travel policies, airline regulations, and industry trends.

Preferred Qualifications:

Prior experience in Quality Assurance, Customer Service, or a related field, preferably in a travel account.

Strong analytical and critical-thinking skills.

Excellent communication skills (verbal and written).

Familiarity with quality monitoring tools and reporting.

Ability to provide constructive feedback and coaching.

Proficiency in Microsoft Office (Excel, Word, PowerPoint) or similar tools.

Experience in a call center or customer support environment is a plus.

Knowledge of Sabre GDS or other travel reservation systems is a bonus.