Customer Experience / Quality Assurance Manager

^{About My Client}

My client is a leading global contact center and customer engagement solutions provider in the BPO space, dedicated to helping brands deliver exceptional customer experiences. Trusted by some of the world’s most recognized brands, the company specializes in innovative solutions in customer service, sales, and receivables management across industries such as telecommunications, insurance, healthcare, and retail.

With 13,000 employees across the U.S., Philippines, and Mexico, the company is on a strong growth trajectory. Their core values of integrity, passion, innovation, and accountability reflect their commitment to excellence. The organization fosters a collaborative and inclusive culture, empowering employees to deliver their best while positively impacting the communities they serve.

^{Customer Experience Manager}

Location: Philippines

Are you a strategic leader with a passion for delivering exceptional client experiences? We are seeking a Customer Experience (CX) Manager to champion quality assurance and client experience improvement initiatives. This innovative role is key to driving a best-in-class, client-centric culture while supporting and developing high-performing teams.

^{Role Overview}

The Customer Experience Manager will lead the quality assurance programs and cross-functional initiatives to enhance customer interactions and satisfaction. This role focuses on building a unified customer experience strategy while identifying opportunities for improvement, coaching teams, and driving operational excellence.

^{Key Responsibilities}

• Oversee quality assurance programs to ensure high service standards across customer interactions.
• Develop and implement screening and training programs to address quality improvement opportunities.
• Drive strategic vision across multiple programs to align quality assurance processes with customer experience goals.
• Lead quality and service excellence initiatives, ensuring consistent business process improvements.
• Collaborate with cross-functional teams to address performance gaps, recommend solutions, and enhance customer satisfaction.
• Provide leadership and guidance to Quality Analysts, Supervisors, and Apprentices, ensuring their development and success.
• Utilize quality metrics, monitoring data, and customer satisfaction surveys to inform decisions and drive results.
• Implement and maintain quality management platforms, ensuring system enhancements and upgrades are timely.
• Support employee retention and job satisfaction through engagement programs, rewards, and recognition initiatives.
• Collaborate with Operations leadership to assess performance data, address quality concerns, and develop actionable improvement plans.

^{Qualifications}

• Proven experience in quality assurance, customer experience management, or a related leadership role.
• Strong understanding of customer satisfaction metrics, business goals, and quality improvement strategies.
• Exceptional leadership and communication skills with the ability to inspire and develop teams.
• Proficiency in analyzing performance data and developing actionable solutions.
• Hands-on experience with quality management platforms and customer experience tools.
• Strategic mindset with the ability to align quality initiatives with organizational goals.
• Excellent organizational skills and the ability to manage multiple priorities effectively.

^{Key Competencies}

• Strategic Leadership
• Customer-Centric Focus
• Collaboration and Influence
• Analytical Thinking and Problem Solving
• Employee Engagement and Retention

Apply Now to join a dynamic team as a Customer Experience Manager and make a lasting impact by enhancing quality assurance processes and delivering exceptional client experiences.

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