Lead - Customer Experience (Quality Analyst)

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Analytical thinking","Critical thinking","Communication","Coaching","Attention to detail"]

Monitor and evaluate customer interactions for travel bookings, itinerary changes, and inquiries to ensure quality and compliance. Provide actionable feedback and coaching to agents, collaborate with training and operations to improve processes, and maintain quality scorecards and guidelines. Analyze quality trends, generate insight reports, support quality improvement initiatives, and run calibration sessions to align stakeholders on expectations.

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FursaFursa
Sutherland
Sutherland
20 hours ago

Lead - Customer Experience (Quality Analyst)

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Monitor and evaluate customer interactions for travel bookings, itinerary changes, and inquiries to ensure quality and compliance. Provide actionable feedback and coaching to agents, collaborate with training and operations to improve processes, and maintain quality scorecards and guidelines. Analyze quality trends, generate insight reports, support quality improvement initiatives, and run calibration sessions to align stakeholders on expectations.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Monitor and evaluate customer interactions across voice, chat, and email to ensure quality and compliance for travel-related requests.
  • •Provide actionable feedback and coaching to agents to enhance performance and customer experience.
  • •Collaborate with Training and Operations teams to identify training needs and process gaps.
  • •Maintain and update quality monitoring forms, guidelines, and scorecards for the travel industry.
  • •Analyze quality trends and produce reports and insights to drive continuous improvement and best practices.

Key Requirements

  • •Prior experience in Quality Assurance, Customer Service, or a related field, preferably for a travel account.
  • •Strong analytical and critical-thinking skills to assess customer interactions and identify gaps.
  • •Excellent verbal and written communication skills to provide feedback and coaching.
  • •Experience with quality monitoring tools and reporting (preferred).
  • •Proficiency in Microsoft Office (Excel, Word, PowerPoint) or similar tools.
Experience:TravelCustomer supportQuality assuranceCall center
Skills:Analytical thinkingCritical thinkingCommunicationCoachingAttention to detail
Languages:English
Tech Stack:Microsoft OfficeExcelWordPowerPointSabre GDS

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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