Lead Customer Experience & Quality Analyst - On-site

Aitomic Jobs; Mabalacat; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Sutherland is seeking a leadership‑oriented Quality Analyst to join as Lead‑Customer Experience/Quality Analyst on-site in Clark, Pampanga, Philippines. The role focuses on CE observations, coaching, and data-driven improvements to CSAT and issue resolution.

Ideal candidates have 1–2 years QA experience in a call center, strong English communication, and proficiency in MS Office. The position requires a service‑oriented attitude and the ability to drive continuous improvement.

Qualifications

• 1–2 years Quality Analyst experience in a call center.
• Strong English written and spoken communication.
• Proficient in MS Office (Excel/PowerPoint).
• Ability to analyze data and identify patterns.

Responsibilities

• Lead CE/Quality activities and CE observations for assigned teams.
• Improve team performance on CX metrics (CSAT, ASAT, Issue Resolution).
• Maintain program expertise with required phone time/contact handling hours.
• Calibrate contacts with clients and internal teams for accuracy.
• Provide targeted recommendations from CE observations to improve performance.
• Deliver Level 1 analysis (Top Driver, Defects, Lead/Lag) for focus teams.

Skills

QA Experience

Leadership

MS Excel

PowerPoint

English Proficiency

Data Analysis

Tools

MS Office

Job description

Sutherland is seeking a leadership‑oriented Quality Analyst to join as Lead‑Customer Experience/Quality Analyst on-site in Clark, Pampanga, Philippines. The role focuses on CE observations, coaching, and data-driven improvements to CSAT and issue resolution.

Ideal candidates have 1–2 years QA experience in a call center, strong English communication, and proficiency in MS Office. The position requires a service‑oriented attitude and the ability to drive continuous improvement.