Lead Customer Experience / Quality Analyst

About the role

Sutherland is seeking a leadership-oriented, self-motivated person to join as Lead Customer Experience / Quality Analyst. The role covers Customer Experience (CX) observations, team-level analysis and continuous improvement of customer interactions, with a focus on CSAT, issue resolution and ASAT.

Key responsibilities

• Complete the CX observation forms required by 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 amount of phone time and contact-handling hours.
• Build consistency and accuracy in evaluations by attending client and internal calibration sessions.
• Drive consultant improvement with targeted recommendations from observations and follow-up observations against CI goals.
• Produce Level 1 analysis for assigned teams (top contact driver, defects, lead/lag).

Required profile

• At least 1 to 2 years of Quality Analyst experience in a call center setting.
• Internal requirement: Lead CE / VQA for at least a year, tenure of at least 18 months, no active disciplinary action, and FY25 PDP score of Exceeds Most or Clearly Exceeds.
• Fluent written and spoken English, able to communicate with onshore teams and external business customers.
• B2 level or above communication skills.

Required skills

• Proficiency in Microsoft Office, including Excel and PowerPoint.
• Solid understanding of the quality audit and coaching process.
• Ability to observe, analyse, interpret findings, identify patterns and give constructive feedback.
• Strong customer orientation and service attitude.