CX Quality & Assurance Leader

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

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.