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 businesses, 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.
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!
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.
Roles and Responsibilities:
A. CE Team Delivery
1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.
2. Maintain program expertise by completing required amount of phone time / contact handling hours.
3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.
B. Team Development
1. Drive consultant improvement by providing targeted recommendations from CE observations
C. Continuous Improvement Framework Deployment and Analysis
1. Improve performance of assigned focus consultants against CI goal through follow up observations
2. Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)
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.
Internal
- 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.
All your information will be kept confidential according to EEO guidelines.
Skills Required
- 1 to 2 years Quality Analyst experience in a call center setting
- Lead- CE / VQA experience for at least one year
- Tenure of at least 18 months
- FY25 PDP score of Exceeds Most or Clearly Exceeds
- No Active DA
- Strong computer literacy and ability to quickly learn
- Fluent written and verbal English (B2 & above)
- Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint
- Solid understanding of the quality audit and coaching process; ability to observe, analyze, and give constructive feedback
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
