CX Quality Manager

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Who You’ll Be Working With

If you have a strong background in IT, computer science, or software engineering, and are analytical, technologically savvy, solutions and process-focused, then the Technology & Operations - CX team may be for you!

You’ll Be Responsible For The Following:

• Leading and expanding GCash’s Quality Team, developing frameworks to scale the quality program and driving continuous improvements.
• Overseeing the evaluation of customer interactions, ensuring effective, data-driven assessments and routine calibration.
• Facilitating frequent calibration sessions with delivery centers, ensuring alignment on quality standards.
• Using quality monitoring data to track performance, provide actionable feedback, coach teams, and address performance gaps.
• Monitoring and reporting quality metrics, identifying trends, root causes, and areas for performance improvement.

We’re Looking For:

• 5+ years of experience in contact center/customer support, with a focus on quality assurance and quality management, leveraging technology and data to drive best-in-class programs.
• 2+ years of people management experience and strong analytical skills with a proven track record of improving individual and team performance in a contact center environment.
• Proven hands-on experience in customer service, CX quality assurance, and/or leading contact center QA and Voice of the Customer (VoC) programs.
• Proficient in data visualization and support metrics analysis.
• Exceptional communication skills, with the ability to build relationships across all organizational levels and with the ability to communicate effectively across diverse audiences and facilitate impactful calibration and coaching sessions.

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package