Customer Experience Quality Analyst

Elevate Customer Experiences. Drive Meaningful Change. At Sutherland, we're passionate about creating exceptional customer experiences that drive business success. We're looking for a Customer Experience Quality Analyst who thrives on data, coaching, continuous improvement, and making a measurable impact on customer satisfaction. In this role, you'll go beyond traditional quality monitoring. You'll partner with operations teams to uncover insights, identify performance opportunities, influence consultant development, and help deliver world-class customer experiences. If you're analytical, customer-focused, and passionate about driving operational excellence, we'd love to hear from you.

What You'll Do
Drive Customer Experience Excellence
• Conduct customer interaction evaluations using established Customer Experience (CX) frameworks and quality standards.
• Identify trends, defects, and root causes impacting customer satisfaction and operational performance.
• Partner with Operations leaders to improve key customer experience metrics, including:
• Customer Satisfaction (CSAT)
• Issue Resolution
• Associate Satisfaction (ASAT)
• Deliver actionable recommendations that help teams improve customer interactions and service delivery. Turn Data Into Insights
• Analyze team performance data and identify opportunities for continuous improvement.
• Produce team-level performance analysis, including:
• Top Contact Drivers
• Quality Defects
• Leading and Lagging Indicators
• Monitor progress and effectiveness of improvement initiatives through follow-up observations and assessments. Coach and Influence Performance
• Provide meaningful feedback and development recommendations based on quality evaluations.
• Partner with Team Managers and Operations leaders to improve consultant performance and customer outcomes.
• Support continuous learning and quality excellence across assigned teams. Champion Continuous Improvement
• Participate in calibration sessions to ensure evaluation consistency and accuracy.
• Maintain program expertise through required customer contact handling activities.
• Support initiatives that enhance processes, quality standards, and overall customer experience. What Makes You Successful Required Qualifications
• 1-2 years of experience as a Quality Analyst, QA Analyst, or Customer Experience Analyst in a BPO or contact center environment.
• Strong understanding of quality auditing, behavioral coaching, and performance improvement methodologies.
• Experience analyzing operational and customer experience metrics.
• Excellent verbal and written English communication skills.
• Strong stakeholder management and presentation skills.
• Proficiency in Microsoft Excel, PowerPoint, and other productivity tools.
• Strong attention to detail and ability to identify trends, patterns, and root causes. Preferred Skills
• Experience supporting CSAT, NPS, Customer Experience, or Quality Improvement initiatives.
• Knowledge of continuous improvement methodologies and performance analysis.
• Ability to influence teams through data-driven recommendations and coaching. Why Join Sutherland? ✅ Be part of a global customer experience and digital transformation company ✅ Work with leaders who value innovation, analytics, and continuous improvement ✅ Make a direct impact on customer satisfaction and business performance ✅ Grow your career in Quality, Customer Experience, Analytics, and Operational Excellence ✅ Join a culture that promotes learning, development, and internal career growth