Quality Assurance Manager

Sutherland; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global company in Taguig is seeking a Customer Experience Manager to drive customer satisfaction by collecting and analyzing feedback to improve service delivery. The ideal candidate will have strong project leadership skills, the ability to inspire others, and excellent communication abilities. Join us to make a difference in customer experience management!

Qualifications

• Experience with marketing, organizational development, or customer experience is required.
• Ability to inspire others and influence without authority.
• Strong research skills and professional demeanor.

Responsibilities

• Collect and analyze customer feedback to champion the voice of the customer.
• Ensure compliance with key initiatives and track complaints.
• Build a positive experience by disseminating best practices.

Skills

Creativity

Project leadership

Excellent written communication

Attention to detail

Data analysis

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Overview

Company Description

Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Customer Experience Managers in this role get to:

Responsibilities

• Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyzed to identify and act on every opportunity – and so that the manager can champion the voice of the customer.
• Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers.
• Build a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.

Qualifications

• Creativity, proactivity, and have a bias for action
• Experience with marketing, organizational development, psychology, or customer experience. Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
• Passion for learning/learning agile
• Excellent written communication skills
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
• Exceptional research skills
• The ability to exude a professional demeanor and appearance
• Attention to detail and excellent organizational skills