{"id":570895,"url":"https://alion.io/job/sutherland-quality-analyst","title":"Quality Analyst","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":81,"open_postings":46,"ghost_share":0,"stale_share":0.957,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":5500,"max_usd":13500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1876},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-09T12:32:26Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-28T08:16:27Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.\nFor Enterprises, these are key factors of success. For us, they're our core expertise.\nWe work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.\nWe've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless \"as-a-service\" model.\nFor each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.\nSutherland\nDigital Outcomes.\n Sutherland is seeking a leadership-oriented and self-motivated person to join us as Lead-Customer Experience/Quality Analys t. 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!\nRole Overview:\nThe Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.\nChampions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.\nDeliver team-level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT) \nDrive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes.\nRoles and Responsibilities:\nA. CE Team Delivery \n1. Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations and team engagement.\n2. Maintain program expertise by completing required amount of phone time / contact handling hours.\n3. Build consistency and accuracy in evaluating contacts by attending client and internal calibration sessions.\nB.Team Development\n1. Drive consultant improvement by providing targeted recommendations from CE observations\nC. Continuous Improvement Framework Deployment and Analysis \n1. Improve performance of assigned focus consultants against CI goal through follow up observations\n2. Produce Level 1 analysis for assigned teams (Top Contact Driver, Defects, Lead/Lag)\n Our most successful candidates will have:\nAt least 1 to 2 years Quality Analyst Experience in a Call Center Setting.\nStrong computer literacy with the ability to quickly learn.\nFluent in written and verbal English, with the ability to comprehend and effectively communicate with onshore team and external customers who are business professionals.\nB2 & above communication skills\nProficient in Microsoft Office applications, such as MS-Excel and PowerPoint.\nSolid 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.\nInternal\nMust be a Lead- CE / VQA for at least a year.\nMust have FY25 PDP score of Exceeds Most or Clearly Exceeds.\nTenure of at least 18 months.\nNo Active DA.\n All your information will be kept confidential according to EEO guidelines.","description_format":"text","description_chars":3709,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-09T12:34:12Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.382,"p_room":0.28,"age_days":48,"expected_fill_days":21,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/sutherland-quality-analyst","json_url":"https://alion.io/job/sutherland-quality-analyst.json","meta":{"generated_at":"2026-10-28T12:06:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15925,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6648},"rest":"https://alion.io/mcp/rest/get_company?id=6648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsutherland-quality-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsutherland-quality-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsutherland-quality-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sutherland-quality-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsutherland-quality-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":570895}},{"tool":"search_jobs","arguments":{"company":"sutherlandglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":570895},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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