Description
Sutherland is hiring a Lead-Customer Experience/Quality Analyst to conduct customer experience observations, analyze CSAT, issue-resolution, and ASAT performance, identify defects and root causes, and drive continuous improvement for assigned teams. The role also includes consultant development, calibration participation, and Level 1 analysis of contact drivers, defects, and lead/lag trends. Candidates should have at least one to two years of quality analyst experience in a call center setting, strong computer and English communication skills, Microsoft Office proficiency, and the ability to analyze data and provide constructive feedback.
