Lead Travel Quality & CX Analyst

Sutherland; Pateros; On-site; PHP 240,000 - 360,000; Full time

Job summary

Sutherland Global Services in Metro Manila is seeking a detail-oriented Quality Analyst to monitor and evaluate customer interactions across voice, chat, and email channels within the travel bookings domain.

You will provide coaching to agents, collaborate with Training and Operations, maintain quality forms, analyze trends, and stay updated on travel policies to drive continuous improvement.

Qualifications

• Monitor and evaluate travel-related interactions for quality and compliance.
• Provide actionable feedback to agents to improve performance.
• Collaborate with Training and Operations to identify gaps and improvements.
• Maintain and update quality monitoring forms, guidelines and scorecards.
• Analyze quality trends and generate actionable reports.
• Conduct calibration sessions to align on quality expectations.

Responsibilities

• Monitor and evaluate customer interactions across travel bookings and inquiries.
• Provide coaching to agents to enhance customer experience.
• Collaborate with Training and Operations on training needs and process gaps.
• Update quality forms and scorecards for the travel domain.
• Analyze trends and generate insights to drive improvements.

Skills

Analytical thinking

Quality monitoring

Coaching & feedback

Communication skills

Call center experience

Travel domain knowledge

Tools

Sabre GDS

Job description

Sutherland Global Services in Metro Manila is seeking a detail-oriented Quality Analyst to monitor and evaluate customer interactions across voice, chat, and email channels within the travel bookings domain.

You will provide coaching to agents, collaborate with Training and Operations, maintain quality forms, analyze trends, and stay updated on travel policies to drive continuous improvement.