Customer Experience/Quality Assurance Manager (Sta. Rosa Site)

• Establishes standards governing customer interactions, implements screening programs to monitor those interactions, and designs training programs that correct found issues.
• Drive strategic vision across multiple locations and programs to align and drive a unified customer experience and efficient Quality Assurance process (including sharing best practice across business units).
• Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience.
• Drive changes to increase customer satisfaction, efficiency, and increase agent success rates.
• Demonstrate deep understanding of business goals, identify performance gaps, and recommend efficient solutions.
• Provide leadership and structure to a high performing Quality team to accomplish service quality objectives.
• Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction (including rewards and recognition)
• Implement, oversee and maintain the quality management platform, including ensuring timely system upgrades and enhancement requirements.
• Base quality control programs on department goals and metrics from quality monitoring data, training data and customer satisfaction surveys
• Make independent operational decisions as necessary to align with department objectives.
• Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified.
• Address performance management issues as they are identified and administer performance reviews.
• Utilize Employee Survey results to enhance job satisfaction and employee retention.
• Manage client expectations in delivering qualitative analytics from available data points in driving continuous improvements in the company and client’s business processes.
• Integrate lean solutions that will promote cost efficiency, better productivity and effective approaches in driving performance.

• Must have at least 3 to 5 years of working experience in the related field is required for this position.
• Previous related account management, sales, or customer service experience in BPO is required.
• Must have experience in managing large accounts.
• Have remarkable customer service skills and an entrepreneurial spirit.
• Have strong leadership and communication skills.
• Can resolve issues promptly.
• Must have excellent MS Office and A-Plus skills.
• Must have strong technology proficiency and excellent organizational skills.
• Can handle high volume and wide variety or work within the confines of negotiated contracts.
• Must be amenable to work night schedules.
• Must be willing to work in SM Sta. Rosa, Laguna.

• Candidate must possess at least a Bachelor's/College Degree in any field
• At least 2-3 years' relevant experience
• Amenable to work in Commonwealth, Quezon City
• Amenable to night shift schedule

Afni