Quality Assurance Manager/Customer Experience Manager

AFNI PHILIPPINES, INC.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

AFNI Philippines, Inc. is seeking a Customer Experience/Quality Assurance Manager to lead cross-functional quality initiatives for a new program serving clients with transportation challenges. The role emphasizes a Best-in-Class, client-centric culture and alignment of Guides with our core values in daily work.

Onsite roles include Commonwealth Ave., Quezon City, SM Fairview, or SM Sta. Rosa. The role requires 3–5 years in QA or customer service leadership, a bachelor's degree, and strong

Qualifications

• Must have a Bachelor's/College Degree in any field.
• Minimum 3–5 years of working experience in related field.
• Experience in managing large accounts and customer service leadership.
• Strong leadership and communication skills.
• Excellent MS Office and A-Plus skills.
• Strong technology proficiency and organizational skills.
• Ability to resolve issues promptly.
• Ability to work a fixed night schedule.
• Willingness to work 100% onsite at multiple locations.

Responsibilities

• Oversee call center quality assurance programs.
• Establish standards governing customer interactions and design training programs.
• Drive strategic vision across locations to align customer experience and QA processes.
• Lead the quality team and execute programs to enhance employee satisfaction and retention.
• Implement and maintain the quality management platform and upgrade as needed.
• Base quality programs on department goals, data, and surveys.
• Provide data-driven performance insights and action plans.
• Address performance management and conduct reviews.
• Collaborate with operations to improve performance and outcomes.
• Integrate lean solutions to boost cost efficiency and productivity.
• Coordinate internal/external client satisfaction programs.
• Act as liaison among quality team, client partners, and operations.
• Monitor and improve agent success rates and customer satisfaction.

Skills

Leadership

Communication

Customer service

Night shift

Multi-tasking

Problem solving

Technology proficiency

Organizational skills

Team collaboration

Quality mindset

Education

Bachelor's degree

Tools

MS Office

A-Plus

Job description

Position Purpose:

The Customer Experience/Quality Assurance Manager is responsible for the cross-functional management of all quality assurance and client experience improvement initiatives related to an innovative new program designed to assist clients with transportation challenges. The emphasis is on building an environment that is supportive of a Best-in-Class client centric culture and ensures Guides incorporate our core values into their daily job responsibilities.

The Quality Manager:

• Will manage and develop the Quality specialists'/consultants'/ supervisors.

• Will support Operations leadership by identifying and communicating performance opportunities, reporting metrics, supplying status, and addressing quality issues with action plans.

• Will coordinate all internal/external client satisfaction awareness and measurement programs.

• Will act as key liaison within the quality team, client partners, operations, and numerous stakeholders.
  

Essential Functions and Responsibilities:

1. Oversees call center quality assurance programs.

2. Establishes standards governing customer interactions, implements screening programs to monitor those interactions, and designs training programs that correct found issues.

3. Drive strategic vision across multiple locations and programs to align and drive a unified customer experience and efficient Quality Assurance process (including sharing best practice across business units).

4. Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.

5. Drive changes to increase customer satisfaction, efficiency, and increase agent success rates.

6. Demonstrate deep understanding of business goals, identify performance gaps, and recommend efficient solutions.

7. Provide leadership and structure to a high performing Quality team to accomplish service quality objectives.

8. Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction (including rewards and recognition)

9. Implement, oversee and maintain the quality management platform, including ensuring timely system upgrades and enhancement requirements.

10. Base quality control programs on department goals and metrics from quality monitoring data, training data and customer satisfaction surveys

11. Make independent operational decisions as necessary to align with department objectives.

12. Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified.

13. Address performance management issues as they are identified and administer performance reviews.

14. Utilize Employee Survey results to enhance job satisfaction and employee retention.

15. Manage client expectations in delivering qualitative analytics from available data points in driving continuous improvements in the company and client’s business processes.

16. Integrate lean solutions that will promote cost efficiency, better productivity and effective approaches in driving performance.

Minimum Job Requirements (Education, Experience, Skills):

1. Must be amenable to work on a fixed night schedule.

2. Must be willing to work 100% onsite in Commonwealth Avenue, Quezon City, SM Fairview, or SM Sta. Rosa.

3. Have earned a Bachelor's/College Degree of any field.

4. Must have at least 3 to 5 years of working experience in the related field is required for this position.

5. Must have experience in managing large accounts.

6. Have remarkable customer service skills and an entrepreneurial spirit.

7. Have strong leadership and communication skills.

8. Can resolve issues promptly.

9. Must have excellent MS Office and A-Plus skills.

10. Must have strong technology proficiency and excellent organizational skills.

11. Can handle high volume and wide variety or work within the confines of negotiated contracts.