CX Assurance Manager

Globe Telecom; Taguig; On-site; PHP 446,400 - 669,600; Full time

Job summary

Globe Telecom is seeking a leader to oversee customer experience (CX) quality assurance across various channels. The role involves implementing a CX Assurance framework, ensuring Perfect Order execution, and driving continuous improvement through data-driven insights. Candidates should champion operational excellence and collaborate with cross-functional teams.

This position emphasizes proactive quality monitoring and fostering a culture of innovation. Potential candidates should align with Globe's commitment to diversity and inclusion.

Responsibilities

• Lead the analysis of customer interactions across various CX channels to ensure high standards of quality.
• Drive the continuous improvement of CX channel performance by identifying key insights.
• Ensure proactive quality monitoring and auditing practices are in place to detect and prevent CX failures.
• Implement and monitor processes to ensure Perfect Order execution from order creation to fulfillment.
• Collaborate with cross-functional teams to address order issues and streamline processes.
• Establish and maintain metrics to track order accuracy and effectiveness.
• Define, implement, and maintain the CX Assurance framework.
• Provide insights and recommendations to drive operational excellence and improve CX outcomes.
• Develop data-driven strategies to enhance customer experience and align quality outcomes with business goals.

Job description

Job Description

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.

Responsibilities

• 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.
• 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.
• 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.
• Ensure that all CX processes meet regulatory and compliance standards, focusing on fraud prevention and cybersecurity.
• Collaborate with risk management teams to develop and implement strategies that protect both the company and its customers.
• 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.
• Collaborate with key stakeholders, including BPOs, IT, Operations, and Compliance teams, to ensure alignment on quality objectives and deliverables.
• Develop and implement customer recovery protocols to address service failures and ensure fast, effective recovery.
• Champion a culture of continuous learning, experimentation, and adaptation.

Equal Opportunity

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.