Customer Experience / Quality Analyst

About the role

Sutherland is hiring a leadership-oriented, self-motivated Lead Customer Experience / Quality Analyst in Palayan City. The role covers Customer Experience (CX) observations, team-level analysis and coaching to improve CSAT, issue resolution and ASAT scores.

Key responsibilities

• Complete the CX observation forms required for the program and champion CX initiatives for assigned teams.
• Deliver team-level analysis and identify opportunities to improve CSAT, issue resolution and ASAT.
• Improve team performance on CX metrics through observations and team engagement.
• Maintain program expertise by completing the required phone time and contact-handling hours.
• Build consistency and accuracy in contact evaluation by attending client and internal calibration sessions.
• Provide targeted recommendations to consultants based on observations and follow up on focus consultants' progress against CI goals.
• Produce Level 1 analysis for teams covering top contact drivers, defects and leads/lags.

Required profile

• At least 1 to 2 years of Quality Analyst experience in a call center setting.
• Fluent written and spoken English, able to communicate with onshore teams and external business customers.
• B2 level or above communication skills.
• Solid understanding of the quality audit and coaching process, with the ability to observe, analyse and give constructive feedback.

Required skills

• Strong computer literacy and quick learning ability.
• Proficiency in Microsoft Office, including MS Excel and PowerPoint.
• Ability to analyse data, interpret findings and spot patterns or areas for improvement.