Mobile Service Quality Lead: Elevate NPS & Experience

Globe Telecom, Inc.; Philippines; On-site; PHP 180,000 - 240,000; Full time

Job summary

Globe Telecom, Inc. is seeking a results-driven professional to lead service quality management for Mobile services, focusing on B2B customers.

The role involves monitoring network performance, identifying degradation drivers, and driving cross-functional actions to improve customer experience and NPS. You will analyze performance trends, investigate issues such as coverage gaps and indoor performance, recommend solutions, coordinate with Operations, Engineering and B2B teams, and prepare

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, Inc. is seeking a results-driven professional to lead service quality management for Mobile services, focusing on B2B customers.

The role involves monitoring network performance, identifying degradation drivers, and driving cross-functional actions to improve customer experience and NPS. You will analyze performance trends, investigate issues such as coverage gaps and indoor performance, recommend solutions, coordinate with Operations, Engineering and B2B teams, and prepare