Lead CX Quality Analyst: Drive Insights & Improvement

Sutherland Global; Mawaque; On-site; PHP 400,000 - 500,000; Full time

Job summary

Sutherland Global is looking for a Lead-Customer Experience/Quality Analyst to enhance team performance and improve customer satisfaction. The role involves delivering analysis and identifying improvements in customer interactions.

The ideal candidate should have 1 to 2 years of experience in a call center, strong English communication skills, and proficiency in Microsoft Office applications. This position aims to drive quality initiatives and ensure continuous improvement within the team.

Qualifications

• 1 to 2 years Quality Analyst experience in a call center.
• Ability to analyze data and identify patterns.
• Experience in providing constructive feedback.

Responsibilities

• Improve team performance on Customer Experience metrics.
• Deliver team-level analysis and identify improvement opportunities.
• Drive consultant improvement through targeted recommendations.

Skills

Quality Analyst Experience in a Call Center Setting

Strong computer literacy

Fluent in written and verbal English

B2 & above communication skills

Proficient in Microsoft Office applications

Customer orientation and service-oriented attitude

Tools

Microsoft Office (MS-Excel, PowerPoint)

Job description

Sutherland Global is looking for a Lead-Customer Experience/Quality Analyst to enhance team performance and improve customer satisfaction. The role involves delivering analysis and identifying improvements in customer interactions.

The ideal candidate should have 1 to 2 years of experience in a call center, strong English communication skills, and proficiency in Microsoft Office applications. This position aims to drive quality initiatives and ensure continuous improvement within the team.