Service Quality Manager - Mobile

Globe Telecom; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Globe Telecom is seeking a dedicated professional to lead service quality management for Mobile services. You will monitor network performance, identify degradation drivers, and drive cross-functional actions to improve customer experience and NPS for B2B customers.

Key activities include analyzing performance trends, investigating coverage gaps, indoor experience issues, and coordinating with Operations, Engineering, and B2B teams to resolve issues; you will prepare service quality reports and

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

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.