Quality Analyst

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 1-2 yearsSkills: ["Communication","Customer orientation","Analysis","Data interpretation","Constructive feedback"]

Complete customer experience (CX) observations using the assigned program form and drive improvements in customer interactions. Use CE observations and calibration sessions to build consistent, accurate evaluations, and perform Level 1 analysis (top contact drivers, defects, and lead/lag). Coach and support assigned teams and focus consultants through targeted recommendations to improve CSAT, issue resolution, and ASAT results, while maintaining required phone/contact handling time.

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FursaFursa
Sutherland
Sutherland
1 day ago

Quality Analyst

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Complete customer experience (CX) observations using the assigned program form and drive improvements in customer interactions. Use CE observations and calibration sessions to build consistent, accurate evaluations, and perform Level 1 analysis (top contact drivers, defects, and lead/lag). Coach and support assigned teams and focus consultants through targeted recommendations to improve CSAT, issue resolution, and ASAT results, while maintaining required phone/contact handling time.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Complete required CX observations using the program form and maintain program expertise by completing required phone/contact handling hours.
  • •Improve team performance on CX metrics (CSAT, issue resolution, ASAT) through CE observations and team engagement.
  • •Build consistency and accuracy in evaluating contacts by participating in client and internal calibration sessions.
  • •Deliver team-level analysis and identify opportunities for improvement by analyzing defects and root causes.
  • •Drive consultant improvement by providing targeted recommendations and perform follow-up observations to meet CI goals.

Key Requirements

  • •1 to 2 years Quality Analyst experience in a call center setting.
  • •Strong computer literacy and ability to quickly learn new tools and processes.
  • •Fluent written and verbal English for communicating with onshore teams and external customers.
  • •B2+ communication skills and strong customer orientation/service mindset.
  • •Proficiency with Microsoft Office (MS-Excel and PowerPoint) and a solid understanding of quality audit and coaching processes.
Experience:1-2 yearsCall center
Skills:CommunicationCustomer orientationAnalysisData interpretationConstructive feedback
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
Glassdoor: 3.5
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