Lead Travel CX Quality Analyst

Sutherland

Taguig

On-site

PHP 446,000 - 781,000

Full time

3 days ago

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Job summary

Sutherland is seeking a Lead - Customer Experience (Quality Analyst) in the Philippines to monitor and evaluate travel customer interactions across voice, chat, and email. The role emphasizes quality standards, coaching, and continuous improvement in collaboration with Training and Operations teams.

You will update quality forms and scorecards, analyze trends, and stay updated on travel policies and Sabre GDS.

Qualifications

Prior experience in Quality Assurance or Customer Service, preferably travel account.
Strong analytical and critical-thinking skills.
Excellent communication skills (verbal and written).
Familiarity with quality monitoring tools and reporting.

Responsibilities

Monitor and evaluate customer interactions across voice, chat, and email to ensure quality.
Provide actionable feedback and coaching to agents to improve performance.
Collaborate with Training and Operations to identify training needs and process gaps.
Maintain and update quality monitoring forms, guidelines, and scorecards for travel services.
Analyze quality trends and generate reports to drive improvements.
Assist in developing quality improvement initiatives and best practices for travel-related services.
Conduct calibration sessions with stakeholders to align on quality expectations.
Stay updated on travel policies, airline regulations, and industry trends.