Quality Analyst

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

Lead Customer Experience observations using the program form, then deliver team-level analysis to improve Customer Experience metrics like CSAT, Issue Resolution, and ASAT. Drive continuous improvement by identifying defects and root causes, ensuring consistency through calibration sessions, and using observations to coach focus consultants. Maintain required phone/contact handling time, and support team and consultant performance through follow-up CE observations.

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FursaFursa
Sutherland
Sutherland
2 days 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: 3 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Lead Customer Experience observations using the program form, then deliver team-level analysis to improve Customer Experience metrics like CSAT, Issue Resolution, and ASAT. Drive continuous improvement by identifying defects and root causes, ensuring consistency through calibration sessions, and using observations to coach focus consultants. Maintain required phone/contact handling time, and support team and consultant performance through follow-up CE observations.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Complete required Customer Experience (CX) observations using the program form.
  • •Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through observations and engagement.
  • •Maintain required phone time/contact handling hours to keep program expertise current.
  • •Drive consultant improvement by providing targeted recommendations from CE observations and follow-up observations.
  • •Produce Level 1 analysis for assigned teams (e.g., Top Contact Driver, Defects, Lead/Lag) to identify improvement opportunities.

Key Requirements

  • •At least 1–2 years of Quality Analyst experience in a call center setting.
  • •Strong computer literacy and ability to learn quickly.
  • •Fluent written and verbal English, with B2+ communication skills to work with onshore teams and business customers.
  • •Proficient in Microsoft Office (MS-Excel and PowerPoint).
  • •Solid understanding of the Quality audit & Coaching process, with the ability to observe, analyze, and provide constructive feedback.
Experience:1-2 yearsCall center
Skills:CommunicationCustomer orientationAnalytical thinkingConstructive feedback
Languages:English
Tech Stack:Microsoft OfficeMicrosoft ExcelMicrosoft PowerPoint

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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