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Customer Experience Director

1 week ago

Manila, National Capital Region, Philippines SSG Full time
Job Description

As a Quality Assurance Supervisor at SSG, you will be responsible for driving excellence in customer experience. Your key responsibilities include leading a team of Quality Analysts, developing quality assurance strategies, and conducting call audits. To succeed in this role, you should have a proven track record of leadership, strong analytical skills, and excellent communication skills.

Key Tasks:
  • Lead a team of Quality Analysts to deliver exceptional customer experience.
  • Develop quality assurance strategies to improve performance metrics.
  • Conduct call audits and analyze trends to identify areas for improvement.

Requirements
  • At least 3-5 years of experience in quality assurance within a BPO environment.
  • Proven leadership skills with ability to manage, coach, and develop a team.
  • Strong analytical mindset with data analysis and reporting skills.
  • Excellent verbal and written communication skills.