Lead Travel CX Quality Analyst & Coach

Aitomic Jobs; Taguig; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

Sutherland in the Philippines is seeking a detail-oriented Lead – Customer Experience (Quality Analyst) to monitor and evaluate customer interactions across voice, chat, and email channels, ensuring compliance with standards and service excellence.

The role focuses on driving continuous improvement, providing actionable feedback, and supporting training to boost team performance in travel-related services. Start date is 2026-09-21; on-site in Taguig.

Qualifications

• Strong analytical and critical-thinking skills
• Excellent communication skills (verbal and written)
• Familiarity with quality monitoring tools and reporting
• Experience in travel account would be a plus

Responsibilities

• We are seeking a detail-oriented and analytical Quality Analyst to join our team in the travel industry.
• The Quality Analyst will be responsible for monitoring and evaluating customer interactions across various channels (voice, chat, email) to ensure compliance with company standards, policies, and customer service excellence.
• This role plays a critical part in driving continuous improvement, providing feedback, and supporting training initiatives to enhance overall team performance.
• Monitor and evaluate customer interactions related to travel bookings, itinerary changes, and customer inquiries to ensure quality and compliance.
• Provide actionable feedback and coaching to agents to enhance performance and customer experience.
• Collaborate with Training and Operations teams to identify training needs, process gaps, and areas for improvement.

Job description

Sutherland in the Philippines is seeking a detail-oriented Lead – Customer Experience (Quality Analyst) to monitor and evaluate customer interactions across voice, chat, and email channels, ensuring compliance with standards and service excellence.

The role focuses on driving continuous improvement, providing actionable feedback, and supporting training to boost team performance in travel-related services. Start date is 2026-09-21; on-site in Taguig.