Global Quality & CX Insights Manager

SSG; Mandaluyong; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Support Services Group is seeking a Quality Assurance Manager to enhance customer experience by analyzing agent performance and call center data. The role emphasizes rigorous QA, data-driven improvements, and collaboration with Operations and Training to uplift service standards.

The ideal candidate will be detail oriented, bilingual (English/Spanish), and capable of driving dashboards, knowledge base updates, and continuous education for agents across omnichannel interactions.

Qualifications

• BS/BA not required if experience supports QA leadership.
• Experience in QA for a call center environment preferred.
• Ability to analyze data and extract actionable insights.

Responsibilities

• Monitor QA and QC performance and suggest changes.
• Review agent conversations to evaluate performance and ensure SOPs are followed.
• Track trends at the agent and team levels and report insights.
• Create dashboards to visualize agent performance and call drivers.
• Collaborate with Operations and Training to drive education for agents.
• Conduct audits and report opportunities for improvement.

Skills

QA management

Call center

Data analysis

Excel

Communication

Bilingual (English/Spanish)

Education

HS Diploma or GED

Relevant QA experience

Tools

Excel

MS Office

Job description

Support Services Group is seeking a Quality Assurance Manager to enhance customer experience by analyzing agent performance and call center data. The role emphasizes rigorous QA, data-driven improvements, and collaboration with Operations and Training to uplift service standards.

The ideal candidate will be detail oriented, bilingual (English/Spanish), and capable of driving dashboards, knowledge base updates, and continuous education for agents across omnichannel interactions.