CX Assurance Lead: Quality, Compliance & AI Analytics

Globe Telecom; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globe Telecom is seeking a senior Quality Assurance professional to lead end-to-end analysis of customer interactions across all CX channels. You will champion the CX Assurance framework, drive proactive monitoring, and work with cross-functional teams to reduce risk and improve service delivery.

You will apply AI-driven analytics and root cause analysis to surface insights, close performance gaps, and guide data-informed strategies that elevate customer experience and operational outcomes.

Qualifications

• Leads end-to-end quality analysis of customer interactions across CX channels.
• Drives data-driven insights using VOC, VOP, and VOE to close performance gaps.
• Manages CX Assurance Framework aligned with SLAs, regulatory standards, and risk controls.

Responsibilities

• Lead analysis of customer interactions across agent-assisted, digital, field, and in-store channels to uphold quality and satisfaction.
• Drive continuous CX channel performance improvements by surfacing insights from VOC, VOP, and VOE.
• Establish metrics for order accuracy, timeliness, and service delivery; monitor and prevent CX failures.
• Develop and maintain the CX Assurance framework aligned with business goals and regulatory requirements.
• Collaborate with BPOs, IT, Operations, and Compliance to embed quality in execution.
• Oversee customer recovery protocols and foster continuous learning, innovation, and adaptive practices.

Skills

Quality analysis

CX analytics

Root cause analysis

AI-driven analytics

Cross-functional collaboration

Tools

VOC

VOP

VOE

Job description

Globe Telecom is seeking a senior Quality Assurance professional to lead end-to-end analysis of customer interactions across all CX channels. You will champion the CX Assurance framework, drive proactive monitoring, and work with cross-functional teams to reduce risk and improve service delivery.

You will apply AI-driven analytics and root cause analysis to surface insights, close performance gaps, and guide data-informed strategies that elevate customer experience and operational outcomes.