Customer Experience & Quality Assurance Leader

AFNI PHILIPPINES, INC.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

AFNI Philippines, Inc. is seeking a Customer Experience/Quality Assurance Manager to lead cross-functional quality initiatives for a new program serving clients with transportation challenges. The role emphasizes a Best-in-Class, client-centric culture and alignment of Guides with our core values in daily work.

Onsite roles include Commonwealth Ave., Quezon City, SM Fairview, or SM Sta. Rosa. The role requires 3–5 years in QA or customer service leadership, a bachelor's degree, and strong

Qualifications

• Must have a Bachelor's/College Degree in any field.
• Minimum 3–5 years of working experience in related field.
• Experience in managing large accounts and customer service leadership.
• Strong leadership and communication skills.
• Excellent MS Office and A-Plus skills.
• Strong technology proficiency and organizational skills.
• Ability to resolve issues promptly.
• Ability to work a fixed night schedule.
• Willingness to work 100% onsite at multiple locations.

Responsibilities

• Oversee call center quality assurance programs.
• Establish standards governing customer interactions and design training programs.
• Drive strategic vision across locations to align customer experience and QA processes.
• Lead the quality team and execute programs to enhance employee satisfaction and retention.
• Implement and maintain the quality management platform and upgrade as needed.
• Base quality programs on department goals, data, and surveys.
• Provide data-driven performance insights and action plans.
• Address performance management and conduct reviews.
• Collaborate with operations to improve performance and outcomes.
• Integrate lean solutions to boost cost efficiency and productivity.
• Coordinate internal/external client satisfaction programs.
• Act as liaison among quality team, client partners, and operations.
• Monitor and improve agent success rates and customer satisfaction.

Skills

Leadership

Communication

Customer service

Night shift

Multi-tasking

Problem solving

Technology proficiency

Organizational skills

Team collaboration

Quality mindset

Education

Bachelor's degree

Tools

MS Office

A-Plus

Job description

AFNI Philippines, Inc. is seeking a Customer Experience/Quality Assurance Manager to lead cross-functional quality initiatives for a new program serving clients with transportation challenges. The role emphasizes a Best-in-Class, client-centric culture and alignment of Guides with our core values in daily work.

Onsite roles include Commonwealth Ave., Quezon City, SM Fairview, or SM Sta. Rosa. The role requires 3–5 years in QA or customer service leadership, a bachelor's degree, and strong