Customer Experience QA Lead & Coach

Confidential Careers; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

Confidential Careers is seeking a Customer Experience Coach and Team Lead to support CX Analysts, design development plans, and drive client-facing service improvements. You will analyze performance data, deliver recommendations, and coach analysts to raise CSAT and process quality.

You will collaborate with operations, IT, and clients, manage onboarding and continuous learning, conduct coaching sessions, monitor performance gaps, and support CE programs as new lines of business evolve.

Qualifications

• Coaches CE Analysts to develop skills and performance.
• Delivers recommendations to improve customer experience metrics.

Responsibilities

• Completes root cause and process gap analyses for escalations and client complaints.
• Manages CE audit findings and ensures alignment with KPIs (CSAT, DSAT, etc).
• Coordinates with IT and operations to implement CE improvements.
• Onboards new CE Analysts and supports continuous learning.
• Monitors analyst performance and coaches using the company methodology.
• Maintains stakeholder communication and supports business reviews.

Skills

Coaching

Data analysis

Client management

Team leadership

Tools

Verint

Job description

Confidential Careers is seeking a Customer Experience Coach and Team Lead to support CX Analysts, design development plans, and drive client-facing service improvements. You will analyze performance data, deliver recommendations, and coach analysts to raise CSAT and process quality.

You will collaborate with operations, IT, and clients, manage onboarding and continuous learning, conduct coaching sessions, monitor performance gaps, and support CE programs as new lines of business evolve.