CX Assurance Manager

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

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

CX Assurance & Quality Leadership Summary

Leads the end-to-end quality analysis and assurance of customer interactions across all CX channels—agent-assisted, digital, field, and in-store. Ensures consistent, proactive monitoring to uphold service excellence and prevent customer experience (CX) failures. Drives Perfect Order execution by overseeing accurate, timely, and seamless order processing, collaborating with cross-functional teams to resolve systemic issues and prevent recurrence. Builds and sustains the CX Assurance Framework, aligning it with business goals, SLA targets, and regulatory standards to reduce risk and improve service delivery. Champions fraud prevention, compliance, and risk management across CX processes, working closely with security and risk teams to safeguard customer trust. Applies AI-driven analytics and root cause analysis to surface insights, close performance gaps, and guide data-informed strategies that elevate CX and operational outcomes. Leads cross-functional alignment with key stakeholders, including BPOs, IT, Operations, and Compliance, to embed quality in execution. Oversees customer recovery protocols and fosters a culture of continuous improvement through learning, innovation, and adaptive practices.

Quality Analysis & Channel Assurance

• Lead the analysis of customer interactions across various CX channels (agent-assisted, digital, field personnel, stores) to ensure high standards of quality, consistency, and customer satisfaction.
• Drive the continuous improvement of CX channel performance by identifying key insights from Voice of the Customer (VOC), Voice of Process (VOP), and Voice of Employee (VOE).
• Ensure proactive quality monitoring and auditing practices are in place to detect and prevent CX failures.

Perfect Order Execution

• Implement and monitor processes to ensure Perfect Order execution, covering all stages from order creation to fulfillment.
• Collaborate with cross-functional teams to address order issues, streamline processes, and prevent recurring problems.
• Establish and maintain metrics to track order accuracy, timeliness, and overall effectiveness.

CX Assurance Framework Development

• Define, implement, and maintain the CX Assurance framework, integrating it with organizational objectives and continuous improvement methodologies.
• Ensure that all CX channels align with service level agreements (SLAs), quality standards, and compliance requirements.
• Provide insights and recommendations to drive operational excellence, reduce risk, and improve CX outcomes.

Fraud, Compliance, and Risk Management

• Ensure that all CX processes meet regulatory and compliance standards, with a focus on fraud prevention and cybersecurity.
• Collaborate with risk management teams to develop and implement strategies that protect both the company and its customers.

Data-Driven Decision Making & Root Cause Analysis

• Utilize AI-driven tools and analytics to identify root causes of performance gaps and take corrective actions.
• Develop data-driven strategies to enhance customer experience and align quality outcomes with overall business goals.

Leadership & Stakeholder Collaboration

• Collaborate with key stakeholders, including BPOs, IT, Operations, and Compliance teams, to ensure alignment on quality objectives and deliverables.

Customer Recovery & Continuous Improvement

• Develop and implement customer recovery protocols to address service failures and ensure fast, effective recovery.
• Champion a culture of continuous learning, experimentation, and adapta

Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.