Quality Assurance Lead, Customer Experience & Analytics

Confidential Careers; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Confidential Careers seeks a Customer Experience Analyst Coach to design and implement career development plans for CE Analysts, ensuring effective performance across operational and client-facing tasks.

The role includes analyzing and delivering recommendations to improve service quality, generating CX reports, and guiding teams through coaching methodologies and onboarding programs to sustain high standards.

Qualifications

• Experience coaching analysts and developing performance plans.

Responsibilities

• Analyze root causes and potential process gaps for escalations and complaints.

Skills

Coaching

Root cause analysis

Verint usage

Team management

Onboarding

Client relationships

Process improvement

Tools

Verint

Job description

Confidential Careers seeks a Customer Experience Analyst Coach to design and implement career development plans for CE Analysts, ensuring effective performance across operational and client-facing tasks.

The role includes analyzing and delivering recommendations to improve service quality, generating CX reports, and guiding teams through coaching methodologies and onboarding programs to sustain high standards.