CX Training & Quality Manager

Support Services Group; Pasig; On-site; PHP 558,000 - 781,200; Full time

Job summary

A global contact center solutions company is seeking a Customer Experience Manager dedicated to enhancing service excellence. The role involves designing and delivering training programs, ensuring service quality, and collaborating cross-functionally to drive customer-centric initiatives. Candidates should have strong leadership, coaching abilities, analytical skills, and a Bachelor's degree in a relevant field. Experience with CRM platforms is preferred. This position offers a chance to shape customer experiences across various touchpoints.

Qualifications

• Bachelor’s degree or equivalent experience in Customer Experience, Training, Quality, or Customer Service leadership.
• Strong experience using customer feedback and performance metrics to drive action.
• Proven coaching, leadership, and stakeholder-management skills.
• Analytical, organized, and highly customer-focused.

Responsibilities

• Design and deliver training programs focused on empathy, communication, problem-solving, and service recovery.
• Establish and maintain service quality frameworks and evaluation guidelines.
• Analyze customer feedback and operational metrics to identify trends and opportunities.
• Provide structured coaching and action plans to frontline teams and leaders.
• Partner with HR, Operations, and other teams to embed consistent customer experience standards.

Skills

Customer feedback analysis

Coaching

Stakeholder management

Analytical skills

Organization

Customer-centric focus

Education

Bachelor's degree in relevant field

Tools

CRM platforms

Customer feedback platforms

Job description

A global contact center solutions company is seeking a Customer Experience Manager dedicated to enhancing service excellence. The role involves designing and delivering training programs, ensuring service quality, and collaborating cross-functionally to drive customer-centric initiatives. Candidates should have strong leadership, coaching abilities, analytical skills, and a Bachelor's degree in a relevant field. Experience with CRM platforms is preferred. This position offers a chance to shape customer experiences across various touchpoints.