426 Cx Analyst jobs in the Philippines

Description
Position Purpose:
The CX/QA Analyst is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.

Essential Functions and Responsibilities:

• Monitor, analyze, and evaluate performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches' ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
• Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress. (20% of work time)
• Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required. (10% of work time)

Requirements
Minimum Qualifications:

• Have completed at least 2 years in college. Have handled the same position for at least 1-2 years in a call center/ BPO company
• Previous experience providing statistical analysis support in a call center environment or providing analyst support in a Quality function is preferred.
• Experience using statistical and performance analysis tools to support continuous quality improvement and coaching is preferred.
• Can objectively quantify performance against standards and models to identify performance gaps and analyze results to determine corrective action and increase performance.
• Must be proficient with Word, Excel, PowerPoint, and Quality management systems or analytical software is preferred.
• Strong verbal, interpersonal, written, and presentation skills is preferred
• Can manage multiple projects and to be able to quantify project results using project management skills and software is preferred.
• Must be amenable to work shifting schedules.
• Must be willing to work in Quezon City (Commonwealth/SM Fairview).
• Can start ASAP

Company Description
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design- thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients' success. We think that is simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.

Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data- rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end. We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics.

Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.

Job Description
Role Overview
The User Experience (UX) & Candidate Experience Analyst will lead the management, optimization, and performance tracking of Sutherland's career site and overall candidate journey. This role blends Talent Acquisition knowledge, UX expertise, data analytics skills, and a creative mindset to improve how candidates discover, navigate, and apply for roles.

You'll also analyze insights from the candidate survey (Qualtrics) to identify pain points and drive continuous improvements in the candidate experience from first touch to application.

Key Responsibilities

• Career Site Management: Own all updates, content accuracy, and optimization of the career site.
• Vendor Coordination: Act as the primary contact for the career site vendor to manage platform updates, fixes, and new features.
• UX Optimization: Analyze user behavior to identify candidate journey gaps and recommend enhancements.
• Data Analytics: Monitor and report KPIs such as visits, clicks, time spent, conversion rates, and applicant volume.
• Content Collaboration: Partner with designers and branding teams to provide content and creative optimization ideas.
• Candidate Experience: Audit and improve candidate-facing communications to ensure a consistent and compelling brand voice.

Qualifications
Key Skills & Qualifications

• Talent Acquisition knowledge and understanding of candidate processes.
• Experience managing or coordinating career site platforms or CMS tools.
• Strong analytical skills with proficiency in interpreting data and generating actionable insights.
• Familiarity with UX/UI principles and user journey mapping.
• Ability to manage third-party vendor relationships effectively.
• Stakeholder Management – Experience collaborating with global TA leaders, regional teams, and external vendors.
• Content & Journey Optimization – Capable of identifying gaps in the candidate journey and suggesting improvements, working closely with the content team.
• Basic SEO & Web Performance – Understanding of search optimization and visibility for job postings.
• Fluent in English – Strong written and verbal communication, especially for working with multiple geographies.

Additional Information
All your information will be kept confidential according to EEO guidelines.

Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design- thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients' success. We think that is simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.

Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data- rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end.  We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics.

Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.

Job Description

Role Overview

The User Experience (UX) & Candidate Experience Analyst will lead the management, optimization, and performance tracking of Sutherland's career site and overall candidate journey. This role blends Talent Acquisition knowledge, UX expertise, data analytics skills, and a creative mindset to improve how candidates discover, navigate, and apply for roles.

You'll also analyze insights from the candidate survey (Qualtrics) to identify pain points and drive continuous improvements in the candidate experience from first touch to application

Key Responsibilities

• Career Site Management: Own all updates, content accuracy, and optimization of the career site.
• Vendor Coordination: Act as the primary contact for the career site vendor to manage platform updates, fixes, and new features.
• UX Optimization: Analyze user behavior to identify candidate journey gaps and recommend enhancements.
• Data Analytics: Monitor and report KPIs such as visits, clicks, time spent, conversion rates, and applicant volume.
• Content Collaboration: Partner with designers and branding teams to provide content and creative optimization ideas.
• Candidate Experience: Audit and improve candidate-facing communications to ensure a consistent and compelling brand voice.

Qualifications

Key Skills & Qualifications

• Talent Acquisition knowledge and understanding of candidate processes.
• Experience managing or coordinating career site platforms or CMS tools.
• Strong analytical skills with proficiency in interpreting data and generating actionable insights.
• Familiarity with UX/UI principles and user journey mapping.
• Ability to manage third-party vendor relationships effectively.
• Stakeholder Management – Experience collaborating with global TA leaders, regional teams, and external vendors.
• Content & Journey Optimization – Capable of identifying gaps in the candidate journey and suggesting improvements, working closely with the content team.
• Basic SEO & Web Performance – Understanding of search optimization and visibility for job postings.
• Fluent in English – Strong written and verbal communication, especially for working with multiple geographies.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Position Purpose:

The CX/QA Analyst is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.

Essential Functions and Responsibilities:

• Monitor, analyze, and evaluate performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches' ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
• Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress. (20% of work time)
• Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required. (10% of work time)

requirementDescription

Minimum Qualifications:

• Have completed at least 2 years in college.

Have handled the same position for at least 1-2 years in a call center/ BPO company
- Previous experience providing statistical analysis support in a call center environment or providing analyst support in a Quality function is preferred.
- Experience using statistical and performance analysis tools to support continuous quality improvement and coaching is preferred.
- Can objectively quantify performance against standards and models to identify performance gaps and analyze results to determine corrective action and increase performance.
- Must be proficient with Word, Excel, PowerPoint, and Quality management systems or analytical software is preferred.
- Strong verbal, interpersonal, written, and presentation skills is preferred
- Can manage multiple projects and to be able to quantify project results using project management skills and software is preferred.
- Must be amenable to work shifting schedules.
- Must be willing to work in Quezon City (Commonwealth/SM Fairview).
- Can start ASAP

Find Your Connection to Endless Possibilities

Are you a UX Designer looking for the next step in your career? If the opportunity to work in a global industry leader with a diverse culture excites you, this may be the role for you.

With Audinate, you'll find your connection to the world of sound and vision.

We lead the world in AV networking media to pioneer the way people see and hear. Our products seamlessly manage hundreds of audio and video channels with one network, making us the industry standard. You'll find us in the largest companies and institutions like the Sydney Opera House, NFL Media Headquarters, Microsoft, and even a 900-year old cathedral featured in Harry Potter.

Our core values are the foundation of everything we do: Excellence, Courage, Integrity, Innovation, and Teamwork.

If this resonates with you, this is the place for you.

What you'll experience with us

No matter your role, you'll feel part of our team and contribute to pioneering the future of AV so that everyone can be seen and heard.

In addition to a competitive salary, annual bonus and equity incentive plan, you'll be part of our diverse, values-based culture. You'll also enjoy a range of benefits, such as flexible working (2 days per week in our BGC office), home office support, and health & life insurance coverage.

What you'll be working on

We're seeking a talented UX Designer to join our Digital Services team and become Audinate's first dedicated UX professional. This is a unique opportunity to shape user experience across our cloud products, websites, and services with a focus on our AV device management SaaS product, Dante Director.

You'll work hands-on to design intuitive interfaces and experiences that help technical professionals successfully build, deploy, and manage Dante solutions. This role sits within our Manila web development team but collaborates across our global organization.

You will

• Lead end-to-end UX design for web-based products and portals, including Dante Director.
• Translate business requirements into intuitive user journeys, prototypes, and high-fidelity designs.
• Conduct user research using analytics tooling and direct customer interactions to both guide and measure the impact of design choices.
• Work closely with application developers in tight iteration cycles, bridging the gap between design vision and technical implementation.
• Develop and evolve our application design system and web component library.
• Build deep understanding of Dante and those who use it to drive clear and intuitive experiences.
• Champion user experience best practices across the Digital Services organization.
• Establish and maintain design quality standards, ensuring consistency across products.
• Facilitate design thinking workshops to solve complex user experience challenges.
• Stay current with UX/UI trends and emerging technologies to continuously innovate our digital products.

What we're looking for

• 5–10 years of UX/UI design experience, ideally with web applications and SaaS products.
• Strong portfolio demonstrating user-centered design thinking and visual design skills.
• Self-directed and comfortable being the design voice in technical discussions, respectfully advocating for design-first principles.
• Experience working with technical development teams using modern web technologies.
• Proficiency in Figma and modern design tools.
• Understanding of agile development methodologies (SCRUM experience preferred).
• Proven ability to conduct user research and translate insights into actionable design improvements.
• Collaborative approach to working with developers, product management, and other key stakeholders.
• Strong communication skills for presenting design rationale to senior stakeholders.
• Empathy for users and a passion for guiding them to success through thoughtful design.

Additional desirable skills

• Interest or prior experience in professional audio/AV technology.

If you're an experienced UX Designer looking for an opportunity to make a difference we may be on the same wavelength.

Job Responsibilities:

1.Collaborate with game operaters, producers, and designer to define research goals and questions for ongoing game projects.

2.Design, execute, and analyze user research studies including playtests, usability tests, interviews, surveys, and focus groups.

3.Recruit and manage participants that match target player demographics.

4.Observe players during gameplay sessions, identify usability issues, and gather behavioral data.

5.Analyze quantitative and qualitative data to uncover patterns, insights, and player pain points.

6.Communicate findings and actionable recommendations to cross-disciplinary teams through reports and presentations.

7.Help teams interpret player feedback and prioritize improvements based on user needs.

8.Stay up-to-date with user research methodology, tools, and best practices within games and interactive entertainment.

Job Requirements:

1.Bachelor's or Master's degree in Psychology, Human-Computer Interaction, Cognitive Science, Game Design, or a related field (or equivalent experience).

2.3+ years of experience in user research, UX research, or playtesting in games or software.

Strong understanding of research methodologies (interviews, surveys, usability testing, analytics, etc.).

3.Experience with statistical tools and qualitative analysis.

4.Excellent communication and presentation skills.

5.Passion for games and empathy for players of all backgrounds and skill levels.

6.Ability to work both independently and as part of a collaborative team.

A UI/UX Designer is responsible for creating user-friendly and engaging digital products. This includes designing the user interface (UI) elements and ensuring a positive user experience (UX) throughout the product's lifecycle. They focus on both the visual aspects (UI) and the overall usability and functionality (UX) of a product, ensuring it meets user needs and business goals.

Responsibilities:

• User Research:
• Understanding user needs and behaviors through various research methods like user interviews, surveys, and usability testing.

Information Architecture:

• Organizing and structuring content in a clear and intuitive way to enhance navigation and usability.

UI Design:

• Developing visually appealing and consistent user interfaces with attention to typography, color palettes, and branding guidelines.

Usability Testing:

• Evaluating the effectiveness and usability of designs through user testing and gathering feedback for iterative improvements.

Documentation:

• Creating clear design specifications and documentation for developers to ensure accurate implementation.

Accessibility:

• Ensuring designs are accessible to users with disabilities by following accessibility guidelines and best practices.

• Design complex systems and user flows across platforms; web and mobile applications
• Create low- to high-fidelity visual designs and interactive mockups
• Conduct user research to understand needs, behaviors, and pain points, and suggest actionable design improvements
• Communicate effectively with users and stakeholders to gather insights, define problems, and translate them into design solutionsUnderstand technology structures, component-based design, and the feasibility of UI implementation
• Proficient in Figma and Adobe Creative Suite (e.g., XD, Photoshop)
• Knowledge of HTML, CSS, and Bootstrap
• Bachelor of Science/Art in Graphic Design, Computer Science or Information Technology
• 5+ years of experience in related field

Job Type: Full-time

Work Location: In person

About the Role

We are looking for a Junior UX Researcher / UXR Associate with 1 to 3 years of experience to join our team. You will support research efforts that uncover user needs and behaviors, helping to shape intuitive and impactful product experiences. This is a great opportunity to grow your skills under the guidance of experienced researchers and designers in a fast-paced fintech environment.

Remote with Periodic onsite in Makati

Responsibilities

• Assist in planning and executing user research studies across web and mobile platforms.
• Support in gathering, organizing, and analyzing both qualitative and quantitative data.
• Help prepare reports and share findings clearly with the product and design teams.
• Participate in usability testing, surveys, and interviews to uncover user insights.
• Collaborate with cross-functional teams to translate research findings into actionable improvements.
• Learn and apply various UX research methods and tools while contributing to ongoing projects.

Requirements

• 1 to 3 years of experience in UX research or a related field (internships or project experience count).
• Familiarity with user research methods such as usability testing, surveys, or interviews.
• Basic knowledge of research or analytics tools (e.g., Google Analytics, Hotjar, Figma, or similar).
• Strong curiosity, empathy for users, and willingness to learn.
• Clear communication skills to share findings and ideas effectively.
• A collaborative and proactive mindset with attention to detail.
• Nice to Have
• Experience with remote testing tools.
• Exposure to fintech, banking, or digital products.
• Background in psychology, design, HCI, or related fields.