Customer Experience/Quality Assurance Manager

2 weeks ago

Quezon City, National Capital Region, Philippines Afni Full time

Position Purpose:

The CX Manager is responsible for the cross-functional management of all quality assurance and client experience improvement initiatives related to an innovative new program designed to assist clients with transportation challenges. The emphasis is on building an environment that is supportive of a Best-in-Class client centric culture and ensures Guides incorporate our core values into their daily job responsibilities. The Quality Manager will manage and develop the Quality specialists/consultants/ supervisors. The Quality Manager will support Operations leadership by identifying and communicating performance opportunities, reporting metrics, supplying status, and addressing quality issues with action plans. This role will coordinate all internal/external client satisfaction awareness and measurement programs. The Quality Manager will act as key liaison within the quality team, client partners, operations, and numerous stakeholders.

Essential Functions and Responsibilities:

  1. Oversees call center quality assurance programs.
  2. Establishes standards governing customer interactions, implements screening programs to monitor those interactions, and designs training programs that correct found issues.
  3. Drive strategic vision across multiple locations and programs to align and drive a unified customer experience and efficient Quality Assurance process (including sharing best practice across business units).
  4. Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.
  5. Drive changes to increase customer satisfaction, efficiency, and increase agent success rates.
  6. Demonstrate deep understanding of business goals, identify performance gaps, and recommend efficient solutions.
  7. Provide leadership and structure to a high performing Quality team to accomplish service quality objectives.
  8. Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction (including rewards and recognition)
  9. Implement, oversee and maintain the quality management platform, including ensuring timely system upgrades and enhancement requirements.
  10. Base quality control programs on department goals and metrics from quality monitoring data, training data and customer satisfaction surveys
  11. Make independent operational decisions as necessary to align with department objectives.
  12. Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified.
  13. Address performance management issues as they are identified and administer performance reviews.
  14. Utilize Employee Survey results to enhance job satisfaction and employee retention.
  15. Manage client expectations in delivering qualitative analytics from available data points in driving continuous improvements in the company and client's business processes.
  16. Integrate lean solutions that will promote cost efficiency, better productivity and effective approaches in driving performance.

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