Quality Analyst

Skills this role screens for

About the role

Sutherland is seeking a leadership-oriented and self-motivated person to join us as Lead-Customer Experience/Quality Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

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Role Overview

• The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.
• Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.
• Deliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT)
• Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes.

The work

Roles and Responsibilities

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A. CE Team Delivery

• Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.
• Maintain program expertise by completing required amount of phone time / contact handling hours.
• Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.

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B. Team Development

C. Continuous Improvement Framework Deployment and Analysis

• Drive consultant improvement by providing targeted  recommendations from CE observations
• Improve performance of assigned focus consultants against CI goal through follow up observations
• Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)

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Our most successful candidates will have

• At least 1 to 2 years Quality Analyst Experience in a Call Center Setting.
• Strong computer literacy with the ability to quickly learn.
• Fluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.
• B2 & above communication skills
• Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.
• Solid understanding of the Quality audit & Coaching process. Ability to observe, analyse and give constructive feedback. Strong customer orientation with a service-oriented attitude. Ability to analyze data, interpret findings, and identify patterns or areas of improvement.

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Internal

All your information will be kept confidential according to EEO guidelines.

• Must be a Lead- CE / VQA for at least a year.
• Must have FY25 PDP score of Exceeds Most or Clearly Exceeds.
• Tenure of at least 18 months.
• No Active DA.