CX Quality Lead - BPO (Onsite, Alabang)

J-K Network Services; Muntinlupa; On-site; PHP 669,600 - 781,200; Full time

Benefits offered by this job

Quarterly performance bonus

Career development opportunities

HMO and Life Insurance for employee and dependents

Job summary

A leading BPO services firm in Metro Manila is seeking an Assistant Manager for Customer Experience Quality. The ideal candidate will have a Bachelor's Degree, at least 4 to 5 years of BPO experience, and a minimum of 4 years in a leadership role. Responsibilities include ensuring adherence to quality standards, monitoring performance, and addressing customer complaints. The position provides a competitive salary of Php 60,000 - Php 70,000 and offers benefits such as a quarterly performance bonus, HMO, and career development opportunities.

Qualifications

• At least 4 to 5 years of total BPO work experience.
• At least 4 years in a leadership position.
• Ability to work in shifting schedules and onsite.

Responsibilities

• Ensure quality standards are followed across all processes.
• Identify issues in client processes and implement controls.
• Monitor transactions to ensure consistent performance.
• Track quality scores and improve overall performance.
• Join client reviews and share quality performance updates.
• Review customer complaints, identify root causes, and implement actions.

Skills

BPO experience

Leadership

Quality control

Education

Bachelor's Degree

Job description

A leading BPO services firm in Metro Manila is seeking an Assistant Manager for Customer Experience Quality. The ideal candidate will have a Bachelor's Degree, at least 4 to 5 years of BPO experience, and a minimum of 4 years in a leadership role. Responsibilities include ensuring adherence to quality standards, monitoring performance, and addressing customer complaints. The position provides a competitive salary of Php 60,000 - Php 70,000 and offers benefits such as a quarterly performance bonus, HMO, and career development opportunities.