Quality Assurance Supervisor

Sutherland; Angeles; On-site; PHP 600,000 - 900,000; Full time

Job summary

A leading company is looking for a Customer Experience Manager to enhance customer satisfaction. This role involves collecting and analyzing feedback to champion the voice of the customer and ensure compliance with key initiatives. Ideal candidates will possess excellent communication skills, strong project leadership abilities, and a passion for continuous improvement.

Qualifications

• Ability to inspire others and influence without authority.
• Foundational experience in collecting and analyzing data is required.
• Passion for learning and agility in learning.

Responsibilities

• Collect and analyze customer feedback to identify opportunities.
• Ensure compliance with key initiatives and track complaints.
• Build a positive customer experience by disseminating best practices.

Skills

Creativity

Proactivity

Attention to detail

Written communication

Research skills

Project leadership

Education

Experience in marketing, organizational development, psychology, or customer experience

Tools

Microsoft Windows

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job 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!

Customer Experience Managers in this role get to:

1. Collect and analyze customer feedback: This feedback, coming through internal and external channels, is collected and analyzed to identify opportunities, allowing the manager to champion the voice of the customer.
2. Ensure compliance: With key initiatives, tracking complaints, reporting on status, and managing projects that prevent or mitigate issues for future customers.
3. Build a positive experience: Cause a measurable reduction in negative comments by tracking and disseminating best practices that lead to positive customer experiences.

Qualifications

Our most successful candidates have:

• Creativity, proactivity, and a bias for action
• Experience with marketing, organizational development, psychology, or customer experience
• Exceptional project leadership skills, attention to detail, and common sense
• Experience in aggregating and analyzing customer feedback is preferred but not mandatory; foundational experience in collecting and analyzing data is required
• Ability to inspire others and influence without authority
• Ability to create Customer and Employee Journey Maps and identify opportunities for process or design improvements
• Passion for learning and agility in learning
• Excellent written communication skills
• Proficiency with Microsoft Windows, Word, PowerPoint, Excel
• Exceptional research skills
• Professional demeanor and appearance
• Attention to detail and organizational skills