Service Quality Management Specialist - Pasig

Para lamang sa mga rehistradong miyembro Pasig, Pilipinas

1 buwan ang nakalipas

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Job summary

This role involves managing BPO teams monitoring KPIs including NPS CSAT Reply Rate FCR SLA AHT designing escalation protocols acting as final point of resolution optimizing workforce scheduling staffing allocation cross functional collaboration customer experience enhancement analyzing customer interaction data identifying pain points driving process improvement conducting regular customer journey mapping workshops leading CRM system optimization generating in depth analysis reports supporting data driven decision making developing training programs on soft skills product expertise implementing quality calibration processes aligned with global benchmarks willing to be assigned in Ortigas Pasig City.

  • Team & Operations Management
  • Customer Experience Enhancement
  • Technology & Analytics
  • Training & QA

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