Lead CX & Quality Improvement Analyst

Sutherland Global; Angeles; On-site; PHP 400,000 - 640,000; Full time

Job summary

Sutherland is seeking a leadership-oriented and self-motivated individual to join as Lead-Customer Experience/Quality Analyst. The role focuses on completing CX observations, driving continuous improvement, and delivering team-level analyses to improve CSAT, issue resolution, and ASAT metrics.

The ideal candidate brings 1–2 years of QA experience in a call center, strong English communication, and proficiency with MS Office.

Qualifications

• At least 1 to 2 years Quality Analyst experience in a call center setting.
• Fluent in written and verbal English, with the ability to comprehend and communicate with onshore team and external customers.

Responsibilities

• Improve Customer Experience metrics (CSAT, Issue Resolution, ASAT) through observations and engagement.
• Maintain program expertise by completing required phone time and contact handling hours.
• Attend client and internal calibration sessions to ensure consistency and accuracy in evaluations.
• Drive consultant improvement by providing targeted recommendations from CE observations.
• Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag).

Skills

Quality Analyst

Call Center

Business English

MS Office

Tools

MS Excel

PowerPoint

Job description

Sutherland is seeking a leadership-oriented and self-motivated individual to join as Lead-Customer Experience/Quality Analyst. The role focuses on completing CX observations, driving continuous improvement, and delivering team-level analyses to improve CSAT, issue resolution, and ASAT metrics.

The ideal candidate brings 1–2 years of QA experience in a call center, strong English communication, and proficiency with MS Office.