Opportunity at
SutherlandLead - Customer Experience (Quality Analyst)
This Manila role at Sutherland covers quality monitoring for customer interactions in the travel industry, across voice, chat and email. The analyst evaluates bookings, itinerary changes…
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About This Role
This Manila role at Sutherland covers quality monitoring for customer interactions in the travel industry, across voice, chat and email. The analyst evaluates bookings, itinerary changes and inquiries against company standards, gives coaching feedback to agents, maintains scorecards, and works with training teams on gaps.
Job Description
This Manila role at Sutherland covers quality monitoring for customer interactions in the travel industry, across voice, chat and email. The analyst evaluates bookings, itinerary changes and inquiries against company standards, gives coaching feedback to agents, maintains scorecards, and works with training teams on gaps.
Responsibilities
- Monitor and evaluate customer interactions across voice, chat and email
- Give coaching feedback to agents on quality and service
- Maintain quality forms, guidelines and travel-specific scorecards
- Analyze quality trends and report insights
Requirements
- Strong analytical and critical-thinking skills
- Excellent verbal and written communication
Qualifications
- Prior experience in QA or customer service, preferably in a travel account
- Knowledge of Sabre GDS or other travel reservation systems
- Experience in a call center or support environment
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this job on-site?
The posting lists the role in Manila without mentioning remote work.
Which channels does the role monitor?
The role monitors customer interactions across voice, chat and email.
Is travel experience required?
Travel account experience is preferred, and Sabre GDS or similar reservation system knowledge is a bonus.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.