CX Quality Assurance Lead — Coaching, Insights & RCA

Confidential Career Solutions, LLC; Taguig; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Confidential Career Solutions, LLC in the Philippines seeks a dedicated manager to support Customer Experience Analysts and ensure tasks are carried out effectively. You will design development plans, analyze RCAs, and deliver recommendations to improve service quality.

Responsibilities include coaching CE analysts, onboarding, monitoring health checks and audits, coordinating with teams, and reporting findings in weekly, monthly, and yearly reviews to drive KPIs.

Responsibilities

• Supports CE Analysts and ensures tasks/responsibilities are carried-out effectively and efficiently.
• Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness.
• Analyzes, drafts and delivers recommendations to improve quality of service.
• Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA).
• Completes root cause and process gap analysis for escalations and client complaints; responds promptly and brainstorms proactive solutions.
• Manages CE audit form findings and correlations between business needs and KPIs affecting customer experience (CSAT, DSAT, DSAT, T2B, B2B, etc).
• Ensures Verint tool usage and self-training; maintains data accuracy for client SOW compliance; coordinates with IT and TI POC for outages.
• Prepares findings and recommendations for leadership reviews and participates in weekly, monthly, and yearly business reviews.
• Ensures CE analysts comply with health checks and call listening audits; conducts random re-audits to identify wins, gaps, and alignment to strategies.
• Coaches CE Analysts, monitors performance, identifies gaps, and applies coaching methodologies and performance improvement plans.
• Oversees onboarding and continuous learning; assesses applicants and provides ongoing training for CE Analysts.
• Manages client relationships and collaborates to drive process improvements between the company and clients.
• Monitors department morale and facilitates open communication; handles payroll and administrative tasks.

Job description

Confidential Career Solutions, LLC in the Philippines seeks a dedicated manager to support Customer Experience Analysts and ensure tasks are carried out effectively. You will design development plans, analyze RCAs, and deliver recommendations to improve service quality.

Responsibilities include coaching CE analysts, onboarding, monitoring health checks and audits, coordinating with teams, and reporting findings in weekly, monthly, and yearly reviews to drive KPIs.