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Customer Experience Manager

1 week ago

Manila, National Capital Region, Philippines UnifyCX Full time

At UnifyCX, we are committed to delivering exceptional customer experiences across various industries and geographies.

We are seeking a highly skilled Quality Director to join our team in Metro Manila, Philippines.

About the Role:

The Quality Director will be responsible for developing and implementing quality assurance strategies to ensure service excellence, compliance with client requirements, and continuous improvement of operational processes.

This role involves leading a team of quality analysts, driving data-driven decision-making, and collaborating with operations and client stakeholders to enhance overall performance.

Main Responsibilities:
  • Develop and Implement Quality Strategy: Create a comprehensive quality management framework aligned with business and client objectives.
  • Performance Monitoring and Improvement: Oversee the quality monitoring system, including call monitoring, customer interactions, and process audits.
  • Compliance and Standards: Ensure adherence to industry best practices, regulatory requirements, and client-specific SLAs.

Requirements:

  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • 10+ years of experience in Quality Assurance within the BPO industry, with at least 5 years in a leadership role.
  • Strong analytical and problem-solving skills with experience in data-driven decision-making.

Preferred Qualifications:

  • Master's degree in Operations, related field, or relevant certifications.
  • Certified in Lean Six Sigma (Black Belt or Green Belt), COPC, or other quality certifications.

What We Offer:

  • A dynamic work environment with opportunities for growth and development.
  • A competitive compensation package and benefits.

About Us:

UnifyCX is a global business process outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines.

We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide.