Senior Contact Center Quality and CX Strategy Lead

iQor; Pampanga; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

iQor is seeking a Contact Center Quality Lead to drive high-quality transactions and an improved customer experience across its contact centers. The role partners with internal Financial/Processing and Audit teams to implement robust quality programs.

Key focus areas include developing metrics, guiding QA operations, and leading continuous improvement initiatives to enhance performance and compliance with SLAs.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 3 years’ experience in contact center and/or quality management.
• Experience in retirement/wealth industry is a plus.
• Excellent written and oral communication skills.
• Strong analytical and problem-solving skills.
• Good time management with ability to meet deadlines.

Responsibilities

• Manage day-to-day operations of the Quality Assurance team, guiding workflows and escalating as needed.
• Develop quality programs aligned with the contact center strategy and company values.
• Lead continuous improvement initiatives and root-cause problem solving.
• Define quality metrics and report performance at individual, team, and org levels.
• Collaborate with internal teams (Financial/Processing and Audit) to close gaps in knowledge and customer experience.
• Ensure adherence to legal and regulatory requirements and manage service delivery against SLAs.
• Drive employee engagement, development, hiring, and overall team efficiency.

Skills

Quality Assurance

Leadership

Call Center

Data Analysis

Root Cause Analysis

Planning

Education

Bachelor's degree or equivalent

Job description

iQor is seeking a Contact Center Quality Lead to drive high-quality transactions and an improved customer experience across its contact centers. The role partners with internal Financial/Processing and Audit teams to implement robust quality programs.

Key focus areas include developing metrics, guiding QA operations, and leading continuous improvement initiatives to enhance performance and compliance with SLAs.