Senior CX Process & AI Quality Lead - Hybrid

Confidential; Pasig; Ibrido; PHP 2.000.000 - 3.000.000; Tempo pieno

Descrizione del lavoro

Confidential seeks a Customer Experience Senior Manager (Process Improvement) to lead service excellence, optimize processes, and oversee quality programs across customer support and digital channels.

You will drive continuous improvement through standards, controls, and AI-enabled solutions, collaborating with CX Operations, Technology, AI, and business stakeholders to identify opportunities and measure impact.

Competenze

• 8+ years in CX, process improvement, QA, digital operations, or automation.
• 5+ years implementing AI-enabled quality management or workflow automation.
• Experience with CX platforms like Zendesk, Qualtrics or similar preferred.
• Experience in multi-market, multilingual, or outsourced operations is a plus.
• Willing to work in Ortigas Pasig (hybrid).

Mansioni

• Analyze and redesign customer service processes to improve efficiency, service quality, and customer experience.
• Identify and prioritize AI and automation opportunities based on business impact, feasibility, risk, and ROI.
• Maintain SOPs, process documentation, and performance metrics including cycle time, SLA compliance, repeat contacts, and productivity improvements.
• Develop and manage quality frameworks, scorecards, and evaluation standards across customer interactions and service channels.
• Implement automated quality monitoring to assess accuracy, compliance, consistency, and resolution effectiveness.
• Translate business and quality requirements into AI-enabled workflows, automation rules, and evaluation models.
• Lead testing, validation, and deployment of automation solutions such as quality monitoring, case classification, SLA alerts, summaries, and routing workflows.
• Evaluate AI agents and automated processes, ensuring appropriate controls, escalation paths, and outcome validation.
• Analyze operational, quality, and customer feedback data to identify root causes and improvement opportunities.
• Partner with stakeholders to implement corrective actions and measure effectiveness.
• Provide insights on quality trends, service performance, automation impact, and customer experience outcomes.
• Maintain testing, monitoring, and documentation standards for AI-enabled processes and quality programs.
• Establish controls for escalation and rollback when required.
• Support adoption of new processes and tools through stakeholder engagement and training.

Conoscenze

Customer experience

Process improvement

Quality assurance

Digital operations

Automation

Stakeholder collaboration

Formazione

Bachelor's degree in Business, Industrial Engineering, Information Technology, Computer Science, Data Analytics, or related field

Strumenti

Zendesk

Qualtrics

Descrizione del lavoro

Confidential seeks a Customer Experience Senior Manager (Process Improvement) to lead service excellence, optimize processes, and oversee quality programs across customer support and digital channels.

You will drive continuous improvement through standards, controls, and AI-enabled solutions, collaborating with CX Operations, Technology, AI, and business stakeholders to identify opportunities and measure impact.