CX Quality Assurance Director

2 days ago

Taguig, National Capital Region, Philippines beBeeCustomerExperience Full time ₱750,000 - ₱1,250,000

As a Customer Experience Assurance Manager, you will play a pivotal role in shaping the quality of our customer interactions. Your goal is to ensure that every interaction meets our high standards of excellence, driving consistent and proactive monitoring across all channels.

Customer Experience Assurance Overview

This leadership position oversees end-to-end quality analysis and assurance of customer interactions, focusing on preventing service failures and upholding exceptional customer experiences. Your key responsibility is to develop and implement a comprehensive CX Assurance framework that integrates with our organizational objectives and continuous improvement methodologies.

  • Quality Excellence:Develops and implements strategies to ensure timely, accurate, and seamless order processing, collaborating with cross-functional teams to resolve systemic issues and prevent recurrence.
  • CX Assurance Framework Development:Defines, implements, and maintains the CX Assurance framework, integrating it with organizational objectives and continuous improvement methodologies.
  • Fraud and Risk Management:Ensures that all CX processes meet regulatory and compliance standards, with a focus on fraud prevention and cybersecurity.
  • Root Cause Analysis and Decision Making:Utilizes AI-driven tools and analytics to identify root causes of performance gaps and take corrective actions.
  • Stakeholder Collaboration and Communication:Collaborates with key stakeholders to ensure alignment on quality objectives and deliverables.
  • Customer Recovery and Improvement:Develops and implements customer recovery protocols to address service failures and ensures fast, effective recovery.

This role requires collaboration with various teams, including BPOs, IT, Operations, and Compliance, to embed quality in execution. It involves championing a culture of continuous learning, experimentation, and adaptability.

This position also oversees customer recovery protocols and fosters a culture of continuous improvement through learning, innovation, and adaptive practices. The ideal candidate possesses excellent communication skills, analytical thinking, and problem-solving abilities.

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