Quality Analyst

Sutherland; Mabalacat; On-site; PHP 391,000 - 614,000; Full time

Job summary

Sutherland Philippines seeks a leadership-oriented Lead-Customer Experience/Quality Analyst to drive CX observations and continuous improvement. You will champion CX initiatives, manage calibration with clients and internal teams, and deliver analysis to improve CSAT, ASAT, and issue resolution.

As part of the CE Team Delivery and Team Development, you will guide consultants, monitor performance metrics, and contribute to CI reporting.

Qualifications

• 1–2 years quality analyst experience in a call center setting.
• Strong computer literacy with the ability to learn quickly.
• Fluent in written and verbal English, with strong communication to onshore teams and external customers.
• Proficient in Microsoft Office applications (MS Excel, PowerPoint).
• Solid understanding of quality audits and coaching processes; ability to observe, analyze, and give constructive feedback.

Responsibilities

• Improve team performance on CX metrics (CSAT, Issue Resolution, ASAT) via CE observations and engagement.
• Maintain program expertise by completing required phone time and contact handling hours.
• Attend client and internal calibration sessions to ensure consistency in evaluations.
• Drive consultant improvement by providing targeted CE recommendations from observations.
• Improve CI through follow-up observations and reporting (Top Contact Driver, Defects, Lead/Lag).

Skills

QA experience

English fluency

Analytical thinking

Coaching ability

Customer orientation

Team engagement

Tools

MS Excel

PowerPoint

Job description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description

Sutherlandis seeking a leadership-oriented and self-motivated person to join us asLead-Customer Experience/Quality Analyst.We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed,we want to work with you!

Role Overview:

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.
• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.
• Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT)
• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes.

Roles and Responsibilities:

A. CE Team Delivery

1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.

2. Maintain program expertise by completing required amount of phone time / contact handling hours.

3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.

B.Team Development

1. Drive consultant improvement by providing targeted recommendations from CE observations

C. Continuous Improvement Framework Deployment and Analysis

1. Improve performance of assigned focus consultants against CI goal through follow up observations
2. Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)

Qualifications

Our most successful candidates will have:

• At least 1 to 2 years Quality Analyst Experience in a Call Center Setting.
• Strong computer literacy with the ability to quickly learn.
• Fluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.
• Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
• Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.

Internal

• Must be a Lead- CE / VQA for at least a year.
• Must have FY25 PDP score of Exceeds Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No Active DA.

Additional Information

All your information will be kept confidential according to EEO guidelines.