Lead - Customer Experience (Quality Analyst)

Company Description

You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel. As a Trainer, you will deliver and evaluate soft & technical skills training on all aspects of client training.

Job Description

We are seeking a detail-oriented and analytical Quality Analyst to join our team in the travel industry. The Quality Analyst will be responsible for monitoring and evaluating customer interactions across various channels (voice, chat, email) to ensure compliance with company standards, policies, and customer service excellence. This role plays a critical part in driving continuous improvement, providing feedback, and supporting training initiatives to enhance overall team performance.

Qualifications

• Monitor and evaluate customer interactions related to travel bookings, itinerary changes, and customer inquiries to ensure quality and compliance.
• Provide actionable feedback and coaching to agents to enhance performance and customer experience.
• Collaborate with Training and Operations teams to identify training needs, process gaps, and areas for improvement.
• Maintain and update quality monitoring forms, guidelines, and scorecards specific to the travel industry.
• Analyze quality trends and generate reports with insights to improve customer interactions.
• Assist in developing quality improvement initiatives and best practices for travel-related services.
• Conduct calibration sessions with internal stakeholders to align on quality expectations.
• Stay updated on travel policies, airline regulations, and industry trends.

Additional Information

Preferred Qualifications:

• Prior experience in Quality Assurance, Customer Service, or a related field, preferably in a travel account.
• Strong analytical and critical-thinking skills.
• Excellent communication skills (verbal and written).
• Familiarity with quality monitoring tools and reporting.
• Ability to provide constructive feedback and coaching.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) or similar tools.
• Experience in a call center or customer support environment is a plus.
• Knowledge of Sabre GDS or other travel reservation systems is a bonus.