Service Quality Manager - Mobile

Globe Telecom, Inc.; Philippines; On-site; PHP 180,000 - 240,000; Full time

Job summary

Globe Telecom, Inc. is seeking a results-driven professional to lead service quality management for Mobile services, focusing on B2B customers.

The role involves monitoring network performance, identifying degradation drivers, and driving cross-functional actions to improve customer experience and NPS. You will analyze performance trends, investigate issues such as coverage gaps and indoor performance, recommend solutions, coordinate with Operations, Engineering and B2B teams, and prepare

Responsibilities

• Analyze mobile service performance trends and detect early signs of degradation
• Investigate drivers such as coverage gaps, non-LTE users, and indoor experience issues
• Recommend and track solutions (e.g., LTE migration, IBS, interference clearing)
• Coordinate with Operations, Engineering, and B2B teams to resolve issues
• Provide insights on customer experience and NPS drivers
• Prepare service quality reports and leadership updates

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation.

By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description Leads service quality management for Mobile services by monitoring network performance, identifying degradation drivers, and driving cross-functional actions to improve customer experience and NPS for B2B customers.

• Analyze mobile service performance trends and detect early signs of degradation
• Investigate drivers such as coverage gaps, non-LTE users, and indoor experience issues
• Recommend and track solutions (e.g., LTE migration, IBS, interference clearing)
• Coordinate with Operations, Engineering, and B2B teams to resolve issues
• Provide insights on customer experience and NPS drivers
• Prepare service quality reports and leadership updates

Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession.

Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle.

We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices.

We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York.

Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region.

We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose In everything we do, we treat people right to create a Globe of Good.

Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.