CX Assurance Manager

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

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

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 adap.

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.

Requirements: