Quality Analyst: Elevate Customer Experience & Insights

Sutherland Global; Davao City; On-site; PHP 210,000 - 320,000; Full time

Job summary

Sutherland Global in the Philippines is seeking a Quality Analyst to evaluate and document customer transactions, ensuring accurate and consistent information is provided to customers. This front-line role requires attention to detail and a focus on process adherence.

Responsibilities include participating in calibration sessions, driving KPI performance, and collaborating with teammates to enhance customer experience and employee engagement as part of our digital transformation journey.

Qualifications

• Six months experience in process transformation.
• Proficient in MS Office and data interpretation.
• Ability to work in a fast-paced environment.
• Pro-active in developing trust and professional rapport with employees and team members.
• Strong analytical skills with ability to identify trends and suggest improvements.
• Strong verbal and written communication skills.

Responsibilities

• Evaluate and document customer transactions to ensure accuracy and consistency.
• Ensure processes and guidelines are followed to deliver high customer experience.
• Attend internal and external calibration sessions.
• Support KPI performance and contribute to overall service quality.

Skills

Analytical thinking

Team collaboration

Clear communication

Tools

MS Office

Job description

Sutherland Global in the Philippines is seeking a Quality Analyst to evaluate and document customer transactions, ensuring accurate and consistent information is provided to customers. This front-line role requires attention to detail and a focus on process adherence.

Responsibilities include participating in calibration sessions, driving KPI performance, and collaborating with teammates to enhance customer experience and employee engagement as part of our digital transformation journey.