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SutherlandQuality Analyst
Sutherland is seeking a Quality Analyst in the Philippines to complete customer experience observations and drive improvement for assigned teams. The role delivers team-level analysis on…
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About This Role
Sutherland is seeking a Quality Analyst in the Philippines to complete customer experience observations and drive improvement for assigned teams. The role delivers team-level analysis on satisfaction and issue resolution, supports continuous improvement work, and gives targeted coaching recommendations to consultants.
Job Description
Sutherland is seeking a Quality Analyst in the Philippines to complete customer experience observations and drive improvement for assigned teams. The role delivers team-level analysis on satisfaction and issue resolution, supports continuous improvement work, and gives targeted coaching recommendations to consultants.
Responsibilities
- Complete customer experience observations and team engagement
- Produce Level 1 analysis on contact drivers, defects and lead/lag
- Give targeted coaching recommendations from observations
- Attend client and internal calibration sessions
Requirements
- At least 1 to 2 years of quality analyst experience in a call center
- B2 or higher English communication skills
- Proficiency in MS Excel and PowerPoint
Qualifications
- Understanding of quality audit and coaching processes
- Ability to observe, analyze and give constructive feedback
- Strong customer orientation and computer literacy
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 as on-site in the Philippines.
What English level is required?
B2 or higher English communication skills are required.
Is a salary listed?
No. The posting does not mention a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.