CX & Quality Leader: Elevate Client Experience

Afni, Inc.; Quezon City; In loco; PHP 900.000 - 1.800.000; Tempo pieno

Descrizione del lavoro

Afni, Inc. is seeking a CX Manager in the Philippines to lead cross-functional quality assurance and client experience initiatives for a new transport assistance program.

The role focuses on building a best-in-class, customer-centric culture and guiding CX Analysts, Leads, and Supervisors to meet quality goals. The position drives improvements, communicates performance metrics, and partners with operations, client partners, and stakeholders to address issues with action plans and training

Competenze

• Bachelor's degree in any field is required.
• 3–5 years of related work experience is required.
• Willing to work at SM Fairview Tower 4 site in the Philippines.

Mansioni

• Oversee call center quality assurance programs.
• Establish standards governing customer interactions and design training to fix issues.
• Drive strategic vision across locations to align customer experience and QA processes.
• Champion quality and service excellence and drive business process improvements.

Conoscenze

Quality Assurance

Leadership

Cross-functional collaboration

Client experience

Formazione

Bachelor's/College Degree

Descrizione del lavoro

Afni, Inc. is seeking a CX Manager in the Philippines to lead cross-functional quality assurance and client experience initiatives for a new transport assistance program.

The role focuses on building a best-in-class, customer-centric culture and guiding CX Analysts, Leads, and Supervisors to meet quality goals. The position drives improvements, communicates performance metrics, and partners with operations, client partners, and stakeholders to address issues with action plans and training