Customer Experience/Quality Assurance Manager - Analytics
Afni, Inc. Quezon City Full-time
The Customer Experience (CX) Analytics Manager leads a team of CX Analytics Leads to achieve CX goals through data-driven analysis. This role involves influencing program performance metrics using client provided data and leveraging CX and PA audits to drive improvements and positive outcomes.
Responsibilities include managing PFP, stack ranking, and internal performance targets. The CX Analytics team, under this role, will provide process improvement recommendations and innovations as part of the EIS/CX department service across Afni.
The CX Analytics Manager will oversee multiple CX Analytics Leads, who are responsible for monitoring program/center performance, setting monitoring standards (including calibration and audit processes), and delivering regular analyses to derive actionable insights for CX managers, program leaders, and clients.
Responsibilities include managing PFP, stack ranking, and internal performance targets. The CX Analytics team, under this role, will provide process improvement recommendations and innovations as part of the EIS/CX department service across Afni.
The CX Analytics Manager will oversee multiple CX Analytics Leads, who are responsible for monitoring program/center performance, setting monitoring standards (including calibration and audit processes), and delivering regular analyses to derive actionable insights for CX managers, program leaders, and clients.
Additionally, the CX Analytics Manager will regularly analyze and share data with CX leadership, Operations, and internal stakeholders, offering recommendations for innovation, process, and policy enhancements.
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• Provide accurate and timely responses to customer questions and concerns
• Identify and resolve...
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