Service Quality Management Specialist

Duties and Responsibilities:

Team & Operations Management

• Manage BPO teams (FTEs), monitor daily/weekly/monthly KPIs including NPS, CSAT, Reply Rate, FCR, SLA, AHT
• Design and implement escalation protocols (L1-L3), act as final point of resolution
• Optimize workforce scheduling, staffing allocation, and cross-functional collaboration

Customer Experience Enhancement

• Analyze customer interaction data (voice/email/chat) to identify pain points and drive process improvement
• Conduct regular Customer Journey Mapping workshops

Technology & Analytics

• Lead CRM system optimization
• Generate in-depth analysis reports to support data-driven decision-making.

Training & QA

• Develop training programs on soft skills & product expertise
• Implement quality calibration processes aligned with global benchmarks

What You'll Bring:

• A Bachelor's/College Degree in Computer Science, Information Technology, Business, Marketing, or a related field.
• 5+ years in call center management (BPO experience preferred)
• Expertise in omnichannel customer service platforms
• Fluent English (CEFR C1+), cross-cultural team leadership
• Decisiveness under pressure
• Empathetic leadership
• Agile methodology proficiency
• Willing to be assigned in Ortigas, Pasig City

Why Join Us

Competitive Salary We value your skills and reward your contributions.

Quarterly Performance Bonus Earn more based on your performance.

Weekends Off Recharge and enjoy your weekends.

Monthly Employee Engagement Activities Connect with colleagues through fun team events and activities.

ASPH Holiday Break Enjoy a 2-week break in December for a better work-life balance.

HMO and Group Life Insurance (Upon regularization) Comprehensive health coverage for you and your dependents.

Medicine Reimbursement Covers optical expenses, over-the-counter medicines, any dental-related medicines and gym membership.

Complete Statutory Benefits We provide full compliance with all legal requirements.

Join us and be part of a team that's driving innovation and excellence in the tech industry!

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