Mobile Service Quality Lead: Elevate B2B Experience

Globe Telecom; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Globe Telecom is seeking a dedicated professional to lead service quality management for Mobile services. You will monitor network performance, identify degradation drivers, and drive cross-functional actions to improve customer experience and NPS for B2B customers.

Key activities include analyzing performance trends, investigating coverage gaps, indoor experience issues, and coordinating with Operations, Engineering, and B2B teams to resolve issues; you will prepare service quality reports and

Responsibilities

• Analyze mobile service performance trends and detect early signs of degradation.
• Investigate drivers such as coverage gaps, non-LTE users, and indoor experience issues.
• Recommend and track solutions (e.g., LTE migration, IBS, interference clearing).
• Coordinate with Operations, Engineering, and B2B teams to resolve issues.
• Provide insights on customer experience and NPS drivers.
• Prepare service quality reports and leadership updates.

Job description

Globe Telecom is seeking a dedicated professional to lead service quality management for Mobile services. You will monitor network performance, identify degradation drivers, and drive cross-functional actions to improve customer experience and NPS for B2B customers.

Key activities include analyzing performance trends, investigating coverage gaps, indoor experience issues, and coordinating with Operations, Engineering, and B2B teams to resolve issues; you will prepare service quality reports and