Lead CX & Quality Analyst

Sutherland

Philippines

On-site

PHP 391,000 - 614,000

Full time

3 days ago

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Job summary

Sutherland Philippines seeks a leadership-oriented Lead-Customer Experience/Quality Analyst to drive CX observations and continuous improvement. You will champion CX initiatives, manage calibration with clients and internal teams, and deliver analysis to improve CSAT, ASAT, and issue resolution.

As part of the CE Team Delivery and Team Development, you will guide consultants, monitor performance metrics, and contribute to CI reporting.

Qualifications

1–2 years quality analyst experience in a call center setting.
Strong computer literacy with the ability to learn quickly.
Fluent in written and verbal English, with strong communication to onshore teams and external customers.
Proficient in Microsoft Office applications (MS Excel, PowerPoint).
Solid understanding of quality audits and coaching processes; ability to observe, analyze, and give constructive feedback.

Responsibilities

Improve team performance on CX metrics (CSAT, Issue Resolution, ASAT) via CE observations and engagement.
Maintain program expertise by completing required phone time and contact handling hours.
Attend client and internal calibration sessions to ensure consistency in evaluations.
Drive consultant improvement by providing targeted CE recommendations from observations.
Improve CI through follow-up observations and reporting (Top Contact Driver, Defects, Lead/Lag).