CX Assurance Leader: Quality, AI Insights & Risk

Globe Telecom, Inc.; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Globe Telecom, Inc. seeks a senior leader to oversee end-to-end CX quality across agent-assisted, digital, field, and in-store channels. You will drive proactive monitoring, AI-driven insights, and root cause analysis to elevate CX and reduce risk while ensuring adherence to SLAs and regulatory standards.

You will collaborate with BPOs, IT, Operations, and Compliance to embed quality in all executions and lead continuous improvement initiatives across the organization.

Qualifications

• Experience leading end-to-end quality analysis and assurance for CX channels.
• Ability to drive continuous improvement using VOC, VOP, and VOE insights.
• Strong leadership, cross-functional collaboration, and stakeholder management.

Responsibilities

• Lead analysis of customer interactions across CX channels to ensure high quality.
• Drive continuous improvement of CX channel performance using data insights.
• Implement proactive quality monitoring and auditing practices to prevent failures.
• Oversee Perfect Order execution from order creation to fulfillment.
• Define and maintain the CX Assurance framework aligned with SLAs and regulatory standards.
• Lead fraud prevention, compliance, and risk management across CX processes.
• Use AI-driven analytics to surface root causes and guide actions.
• Collaborate with BPOs, IT, Operations, and Compliance to embed quality.
• Develop customer recovery protocols and foster a culture of continuous improvement.

Job description

Globe Telecom, Inc. seeks a senior leader to oversee end-to-end CX quality across agent-assisted, digital, field, and in-store channels. You will drive proactive monitoring, AI-driven insights, and root cause analysis to elevate CX and reduce risk while ensuring adherence to SLAs and regulatory standards.

You will collaborate with BPOs, IT, Operations, and Compliance to embed quality in all executions and lead continuous improvement initiatives across the organization.