Customer Experience (QA) & Learning Services Senior Manager

Position Summary:

The Senior Manager of Customer Experience and Learning Services is responsible for deploying global strategies across the designated region, standardizing all processes related to learning services and customer experience, and ensuring compliance after deployment. This role involves sharing best practices and success stories across the company. Additionally, the manager provides strategic direction to CE and LS managers in a geographic region to ensure tasks are carried out effectively and efficiently. They design and implement career development plans for direct reports to maximize effectiveness for operations, clients, and personal development. Sr. Manager is also responsible for the final analysis, review, and approval of recommendations for improving service quality and supporting a coaching culture. They promote collaboration across geographies to support best practices and standardization of the Global CE/LS team.

Functional Responsibilities:

• Supports CE and LS Managers through regular coaching, reinforces team strengths, and creates customized action plans for development.
• Works with the Global CE/LS team to implement processes, training, reports, and tools, ensuring standardization across geographies.
• Presents Global strategies to potential and existing clients, recommends strategies to enhance client relations, and produce business value.
• Leads transformational initiatives to ensure Quality of Service performance is aligned with the vision of putting customers first.
• Led innovation and rollout of Verint, ensuring certification programs and best practices are shared within and across geographies.
• Tracks objectives and measures to support employee and customer satisfaction while maintaining operational excellence and cost-effectiveness.
• Designs improvements for departmental structures maintains open communication, and resolves concerns faced by CE and LS team members.
• Acts as a project manager for standardizing learning services across the company, ensuring adherence to project plans and respecting regional creativity and independence.
• Design a compliance check process to ensure adherence to created processes covering minimum requirements from each region.
• Serves as the process and compliance lead for implementing new methodologies or tools across the learning organization.
• Implements standards required by the Learning Services and Customer Experience Director within the assigned region, led by different LS and CE primes.
• Constantly investigates industry learning standards to ensure TELUS International remains compliant with certifications such as COPC.
• Works closely with HR and business leadership to understand ongoing needs.

Qualifications:

• With at least 7 years of working experience in a call center, at least 2 to 4 years within the quality space and learning space, and 3 to 4 years as a manager with impeccable performance.
• Successful experience in a corporate environment, and/or Human Resources Generalist experience, with significant program management experience in leadership and professional learning programs
• Knowledge of Business Process Improvement frameworks such as Six Sigma, COPC, ISO, Project Management skills, and MS Office
• Strong supervisory and people management skills; Good verbal and written communication skills

Work Arrangement:

• 100% Onsite
• Location Vertis North Quezon City
• Shifting Schedule