Lead CX & Quality Analyst

Sutherland Global; Palayan; On-site; PHP 223,000 - 446,000; Full time

Job summary

Sutherland Global in the Philippines is seeking a leadership-oriented Customer Experience Analyst to drive CX observations and quality initiatives within a busy call center.

You will deliver team-level analyses, champion CX improvements, and help identify defects and root causes to enhance customer satisfaction. This role requires 1–2 years QA experience, strong English, and MS Office proficiency, with calibration sessions and CI opportunities.

Qualifications

• 1–2 years Quality Analyst Experience in a Call Center Setting.
• Strong computer literacy and quick learning ability.
• Fluent in written and verbal English.
• B2+ communication skills.
• Proficient in Microsoft Office applications (MS Excel, PowerPoint).
• Solid understanding of the quality audit and coaching process; ability to observe, analyse and give constructive feedback; strong customer orientation.

Responsibilities

• CE Team Delivery: improve CX metrics via observations and team engagement.
• Maintain program expertise by meeting required phone time/contact handling hours.
• Attend calibration sessions to ensure consistency and accuracy in evaluations.
• Team Development: drive consultant improvement through targeted CE observations recommendations.
• CI Framework Deployment: improve performance through follow-up observations and data analysis.

Skills

Quality Analyst Experience

English proficiency

MS Office proficiency

Communication skills

Analytical thinking

Tools

MS Excel

PowerPoint

Job description

Sutherland Global in the Philippines is seeking a leadership-oriented Customer Experience Analyst to drive CX observations and quality initiatives within a busy call center.

You will deliver team-level analyses, champion CX improvements, and help identify defects and root causes to enhance customer satisfaction. This role requires 1–2 years QA experience, strong English, and MS Office proficiency, with calibration sessions and CI opportunities.