JOB DESCRIPTION
Job Title: CX QUALITY & EXPERIENCE ANALYST
Department: CUSTOMER EXPERIENCE
Work Location: MAIN OFFICE QUEZON CITY & MANILA OFFICE
Reporting to: CUSTOMER EXPERIENCE MANAGER
Direct Reports:N/A
JOB SUMMARY:
The CX Quality & Experience Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions and service delivery across all CX channels.
The role ensures adherence to CX standards, identifies experience gaps and root causes, and provides actionable insights to leadership for service improvement, risk reduction, and customer satisfaction enhancement.
This function operates with independence from frontline execution to preserve objectivity and audit credibility.
KEY RESPONSIBILITIES:
- Conduct regular quality audits of customer interactions across sales support, omni-channel, and after-sales cases
- Evaluate compliance with CX policies, SOPs, scripts, and service standards
- Analyze customer feedback, complaints, survey results, and interaction data to identify trends and experience gaps
- Perform root cause analysis on recurring issues, escalations, and service failures
- Develop and maintain QA scorecards, evaluation forms, and quality benchmarks
- Prepare and submit quality, experience, and insight reports to CX leadership
- Recommend corrective and preventive actions to improve service quality and customer experience
- Partner with CX Operations Supervisor and Team Leads to align improvement actions
- Support internal audits, management reviews, and process improvement initiatives
- Ensure consistency and objectivity in quality evaluation methodologies
- Provides independent quality assurance, customer experience analysis, and performance insights to ensure service consistency, compliance, and continuous improvement across CX operations.
- Perform other related functions as delegated by the Management.
QUALIFICATIONS:
1.Bachelor's degree.
