CX Quality and Optimization Manager

Job Title

CX Quality and Optimization Manager

Location

Taguig

Employment Type

Probationary

Work Arrangement

Hybrid

Responsibilities

• Customer Journey Management
• Stakeholder and Partner Management (Contact Center Management)
• People and Team Management
• Training and Compliance

Qualifications

• At least 5 years’ experience in customer support functions, such as frontline customer servicing, quality assurance, training and development, with hands‑on experience in creating internal and external communication or training materials. Exposure to contact center or branch/service center or prior experience in Customer Experience strategy implementation is an advantage.
• At least 2 years’ experience in managing direct reports; or at least 4 years’ exposure to roles that required cross‑functional collaboration or working with teams...