Sutherland

3 weeks ago

Lead-Customer Experience/Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Own customer experience observations in a call center program, using designed forms to evaluate interactions and ensure continuous improvement. Deliver team-level analysis to identify opportunities to improve CX performance metrics like CSAT, Issue Resolution, and ASAT. Drive better quality through defect/root-cause identification, maintain program expertise via required contact-handling hours, and build consistency through calibration sessions and targeted recommendations for consultant improvement.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Complete required customer experience (CX) observations using the program form.
•Champion CX initiatives and actions for assigned teams to ensure continuous improvement.
•Deliver team-level analysis to identify opportunities to improve CX performance metrics (CSAT, Issue Resolution, ASAT).
•Drive better quality by identifying defects and root causes to improve customer satisfaction.
•Maintain consistency and program expertise by attending calibration sessions and completing required contact-handling hours.

Key Requirements

•At least 1 to 2 years Quality Analyst experience in a call center setting.
•Strong computer literacy with the ability to quickly learn.
•Fluent written and verbal English, with the ability to comprehend and effectively communicate with onshore teams and external customers.
•B2 or above communication skills.
•Proficient in Microsoft Office applications such as MS-Excel and PowerPoint; solid understanding of the quality audit and coaching process.

Experience:1-2 yearsCall centerCustomer experience

Skills:CommunicationAnalysisCustomer orientationAbility to learnData interpretation

Languages:English

Tech Stack:Microsoft OfficeMS-ExcelPowerPoint

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Sutherland

3 weeks ago

Lead-Customer Experience/Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Complete required customer experience (CX) observations using the program form.
•Champion CX initiatives and actions for assigned teams to ensure continuous improvement.
•Deliver team-level analysis to identify opportunities to improve CX performance metrics (CSAT, Issue Resolution, ASAT).
•Drive better quality by identifying defects and root causes to improve customer satisfaction.
•Maintain consistency and program expertise by attending calibration sessions and completing required contact-handling hours.

Key Requirements

•At least 1 to 2 years Quality Analyst experience in a call center setting.
•Strong computer literacy with the ability to quickly learn.
•Fluent written and verbal English, with the ability to comprehend and effectively communicate with onshore teams and external customers.
•B2 or above communication skills.
•Proficient in Microsoft Office applications such as MS-Excel and PowerPoint; solid understanding of the quality audit and coaching process.

Experience:1-2 yearsCall centerCustomer experience

Skills:CommunicationAnalysisCustomer orientationAbility to learnData interpretation

Languages:English

Tech Stack:Microsoft OfficeMS-ExcelPowerPoint

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor