CX Quality Leader: Elevate Standards & Training

AboitizPower; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading power company is seeking a CX Quality Lead to uphold customer experience standards and lead initiatives that enhance service quality. The ideal candidate will have over 5 years of experience in customer support and team management. Responsibilities include customer journey management, training program implementation, and stakeholder management. Interested candidates must possess a relevant bachelor's degree and experience in developing communication materials.

Qualifications

• At least 5 years' experience in customer support functions.
• Experience in managing direct reports or roles requiring cross-functional collaboration.
• Hands-on experience in developing communication or training materials.

Responsibilities

• Identify customer needs across the journey using data and insights.
• Design and implement CX Quality training programs.
• Drive compliance with CX quality standards across Business Units.

Skills

Customer Journey Management

Training and Development

Stakeholder Management

Team Leadership

Data Analysis

Education

Bachelor’s Degree in Psychology or related field

Job description

A leading power company is seeking a CX Quality Lead to uphold customer experience standards and lead initiatives that enhance service quality. The ideal candidate will have over 5 years of experience in customer support and team management. Responsibilities include customer journey management, training program implementation, and stakeholder management. Interested candidates must possess a relevant bachelor's degree and experience in developing communication materials.