QA/Customer Experience Manager

23 hours ago

Quezon City, Philippines Afni, Inc. Full time

Afni, Inc. — Quezon City, National Capital Region, Philippines Overview The CX Manager is responsible for the cross-functional management of all quality assurance and client experience improvement initiatives related to an innovative program designed to assist clients with transportation challenges. The role emphasizes building a Best-in-Class client-centric culture and ensuring Guides incorporate Afni’s core values into daily responsibilities. The CX Manager will manage and develop the CX Apprentice/Analysts/Lead/Supervisor and support Operations leadership by identifying and communicating performance opportunities, reporting metrics, supplying status, and addressing quality issues with action plans. This role coordinates internal/external client satisfaction awareness and measurement programs and acts as a key liaison within the quality team, client partners, operations, and stakeholders. Duties and Responsibilities Oversees call center quality assurance programs. Establishes standards governing customer interactions, implements screening programs, and designs training to address issues. Drives strategic vision across locations and programs to unify the customer experience and QA processes, sharing best practices across business units. Champions quality and service excellence and leads business process improvements to enhance the customer experience. Drives changes to increase customer satisfaction, efficiency, and agent success rates. Identifies performance gaps and recommends efficient solutions aligned with business goals. Provides leadership to a high-performing Quality team to achieve service quality objectives. Leads programs that enhance employee satisfaction, retention, productivity, profitability, and customer satisfaction (including rewards and recognition). Implements and maintains the quality management platform, including system upgrades and enhancements. Bases quality control programs on department goals and metrics from monitoring data, training data, and customer surveys. Makes independent operational decisions to align with department objectives. Collaborates with Operations owners to assess performance data and develop action plans. Addresses performance management issues and administers performance reviews. Uses Employee Survey results to enhance job satisfaction and retention. Requirements Minimum Qualifications: A Bachelor’s/College Degree in any field. At least 3 to 5 years of related experience. Willing to work at Commonwealth Avenue, Quezon City / SM Fairview Tower 4 site. Additional Information Employment type: Full-time Seniority level: Not Applicable Referrals increase your chances of interviewing at Afni, Inc. by 2x #J-18808-Ljbffr

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