Quality Analyst

19 hours ago


Angeles City, Central Luzon, Philippines Sutherland Full time
Overview

Join to apply for the Quality Analyst (BPO/Customer Service) role at Sutherland.


About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.


We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless as-a-service model. For each company, we provide new keys for their business, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.


Sutherland — Unlocking digital performance. Delivering measurable results.


Job Description

The Lead - Customer Experience | Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transactions to ensure accurate and consistent information is provided to customers.

  • The Lead - Customer Experience's key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above critical goals.
  • Responsible for completing all assigned transaction evaluations and attending all internal and external calibration sessions as assigned.

Additionally, the Lead – Customer Experience shall:

  • Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
  • Keep management updated: Relay important information in the form of timely and accurate reports.
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

Qualifications
  • Bachelor's degree
  • Experience with process documentation
  • Be able to work in MS Office
  • Have advanced-level knowledge of Excel
  • Be able to work in a fast-paced environment
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

Additional Information

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


Seniority level
  • Associate

Employment type
  • Full-time

Job function
  • Analyst

Industries
  • Telecommunications
#J-18808-Ljbffr

  • Angeles City, Central Luzon, Philippines beBeeCustomer Full time ₱800,000 - ₱1,200,000

    Job DescriptionThe Lead - Customer Experience Quality Analyst is a critical front-line position that requires a meticulous individual to evaluate and document customer transactions, ensuring accurate and consistent information is provided to customers.This role focuses on evaluating transactions to guarantee the delivery of exceptional customer experience...


  • Angeles City, Central Luzon, Philippines Boomering Careers Full time

    Position Title: Data AnalystWork Set-up: Work On-SiteSchedule: 10:00 PM – 6:30 AMSalary: Php 40,000 - Php 45,000Our client is a successful company that specializes in delivering fresh, high-quality seafood to restaurants, wholesalers, and individual customers. We pride ourselves on sustainability, efficiency, and superior service. We're seeking a Data...

  • Quality Analyst

    4 weeks ago


    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Nature Of the Account:  Retail Start Date: 15-Aug Type of Support: Voice Work Arrangement:  100% Onsite (Cebu) Shift Schedule | Restdays : 24x7 Educational Requirement : Undergraduate/College Grad Work Experience: At least 2+ years exp as QA Analyst in a BPO setup (preferably in retail domain) Any domain Good communication skills ...


  • Angeles City, Central Luzon, Philippines Sutherland Full time

    Job DescriptionSutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to...


  • Angeles City, Central Luzon, Philippines Sutherland Global Full time

    Job Description:Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst. The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer. The Quality Specialist key focus is to evaluate transactions to...


  • Angeles City, Central Luzon, Philippines Sutherland Global Full time

    Company Description:Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models. Job Description:Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst....


  • Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewJoin to apply for the Lead - Customer Experience role at Sutherland.ResponsibilitiesThe Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer.The Quality Analyst key focus is to evaluate transactions to ensure all required...


  • Cebu City, Central Visayas, Philippines IntouchCX Full time

    OverviewJoin to apply for the Quality Assurance Analyst role at IntouchCX.IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a...

  • BPO Quality Analyst

    2 weeks ago


    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Position: Quality Analyst - Travel Sales (Cebu) | OnsiteAccount Type: Travel SalesStart Date: ASAPSupport Type: VoiceWork Arrangement: 100% Onsite (Cebu)Shift & Rest Days: Night ShiftEducational Qualification: At least a second-year college student or higherWork Experience:2 to 4 years of overall experience1 to 2 years of experience in providing quality...


  • Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewSutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients' and customers — a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible —...