Quality & Customer Experience Head

2 weeks ago

Manila, National Capital Region, Philippines Tech Mahindra Business Services Full time ₱2,000,000 - ₱2,500,000 per year

Company Description

Tech Mahindra is part of the Mahindra Group, specializes in delivering high-quality, customer-centric services. With expertise in end-to-end customer relationship management, the company ensures seamless and positive experiences by focusing on understanding customer needs and emotions. Leveraging data, technology, operational excellence, and strategic analytics, Tech Mahindra connects global organizations with their customers. With a presence in 15 countries, the company manages over 300 million transactions annually, catering to leading global clients, including Fortune 500 companies.

Role Description

This is a full-time on-site, day-shift role for a Quality & Customer Experience Head, located in Ortigas Pasig. The role involves driving customer experience improvements and ensuring high standards of customer satisfaction. Responsibilities include overseeing customer experience through Quality Control, analyzing customer feedback, developing strategies to enhance the end-to-end customer journey, and leading initiatives to improve operational efficiency. The role requires proactive collaboration across teams to ensure customer-centric processes and solutions.

Qualifications

  • Strong expertise in Quality Control and Customer Experience Management
  • Proven experience in Quality and enhancing Customer Experience
  • Excellent Analytical Skills for evaluating customer feedback and operational data
  • Strong leadership and organizational skills to drive process improvements and lead teams
  • Bachelor's degree in Business Management, Customer Service, or a related field
  • Exceptional problem-solving and communication skills
  • Experience in managing Quality funtion within a BPO, Telecoms, or similar industry is preferred

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