Key Responsibilities
- Quality Assurance & Monitoring
Monitor customer interactions across all channels (calls, email, chat, Viber, social media, and tickets) to ensure compliance with CX standards and service guidelines.
Conduct regular quality audits, case reviews, and service evaluations using defined QA scorecards.
Identify service gaps, recurring errors, and deviations from approved processes or scripts.
Ensure proper handling of escalations, sensitive cases, and customer complaints from a quality perspective.
- Customer Feedback & Experience Analysis
Analyze customer feedback from surveys, NPS, CSAT, complaints, and online reviews.
Identify trends, root causes, and experience pain points across the customer journey.
Translate customer insights into actionable recommendations for CX operations and leadership.
- Reporting & Performance Insights
Prepare regular CX performance dashboards and reports covering quality scores, customer sentiment, SLA compliance, and issue trends.
Track and report improvement progress against agreed CX KPIs and action plans.
Provide management with clear insights, risk flags, and improvement opportunities supported by data.
- Process & Standards Support
Support the development and refinement of CX standards, quality frameworks, and service playbooks.
Collaborate with CX Operations Supervisor and Team Leads to align quality findings with coaching and corrective actions.
Validate the effectiveness of implemented process improvements and CX initiatives.
- Training & Continuous Improvement
Provide quality feedback and coaching inputs to support frontline development (in coordination with supervisors and team leads).
Assist CX training programs by supplying real-case examples, quality trends, and improvement focus areas.
Support system enhancements by defining quality and reporting requirements for CRM, ticketing, and analytics tools.
- Perform other duties assigned
Qualifications
- Bachelors degree in Business Administration, Statistics, Communications, Psychology, or a related field
- At least 24 years of experience in Customer Experience, Quality Assurance, Analytics, or Service Operations
- Experience in QA, audit reporting, or customer analytics is highly preferred
- Exposure to CRM, ticketing systems, or contact center operations is an advantage
Core Competencies
- Strong analytical and critical thinking skills
- High attention to detail and objectivity
- Proficient in reporting tools (Excel, dashboards, CRM analytics)
- Strong written and verbal communication skills
- Ability to translate data into clear, actionable insights
- Process-oriented with a customer-centric mindset
