Opportunity at
SutherlandURGENT: Quality Analyst
Sutherland is looking for a Lead-Customer Experience/Quality Analyst to take on a leadership-oriented and self-motivated position. This role suits individuals who are driven, hard-working, and eager…
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About This Role
Sutherland is looking for a Lead-Customer Experience/Quality Analyst to take on a leadership-oriented and self-motivated position. This role suits individuals who are driven, hard-working, and eager to build a fulfilling career in quality assurance. The Customer Experience Analyst evaluates CX observations utilizing program-specific forms, champions initiatives for continuous improvement, and delivers team-level assessments to boost metrics such as CSAT, Issue Resolution, and ASAT. Responsibilities also include identifying customer interaction defects,…
Job Description
Sutherland is looking for a Lead-Customer Experience/Quality Analyst to take on a leadership-oriented and self-motivated position. This role suits individuals who are driven, hard-working, and eager to build a fulfilling career in quality assurance. The Customer Experience Analyst evaluates CX observations utilizing program-specific forms, champions initiatives for continuous improvement, and delivers team-level assessments to boost metrics such as CSAT, Issue Resolution, and ASAT. Responsibilities also include identifying customer interaction defects, pinpointing root causes, maintaining program expertise through contact handling hours, participating in calibration sessions, and deploying a continuous improvement framework.
Responsibilities
- Conduct Customer Experience observations utilizing designated program forms
- Support continuous improvement initiatives and actions for assigned teams
- Deliver team-level analysis to identify opportunities for enhancing CSAT, Issue Resolution, and ASAT performance
- Identify defects and root causes in customer interactions and processes
- Maintain program expertise by fulfilling required phone time and contact handling hours
- Attend internal and client calibration sessions to build consistency and accuracy in evaluations
- Drive consultant improvement by offering targeted recommendations based on observations
- Execute follow-up observations to improve the performance of assigned focus consultants against continuous improvement goals
- Produce Level 1 analysis covering top contact drivers, defects, and lead or lag metrics
Requirements
- Have 1 to 2 years of quality analyst experience within a call center environment
- Demonstrate strong computer literacy and the ability to learn quickly
- Communicate fluently in written and verbal English with a B2 level or above
- Comprehend and effectively communicate with external customers who are business professionals and onshore teams
- Show proficiency in Microsoft Office applications including MS-Excel and PowerPoint
- Possess a solid understanding of the coaching and quality audit processes
- Display a strong service-oriented attitude and customer orientation
- Be able to observe, analyze, and provide constructive feedback
- Analyze data, interpret findings, and identify performance patterns or improvement areas
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the job title for this position?
The position is Lead-Customer Experience/Quality Analyst.
Who is the hiring employer?
The employer is Sutherland.
What experience is required for this role?
Candidates must have at least one to two years of quality analyst experience in a call center setting.
Are the salary and location specified in the posting?
The posting does not specify the salary or location for this role.
Sample Interview Questions
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