CX Assurance Manager

About the role

Globe is seeking a CX Assurance Manager to lead end‑to‑end quality analysis and assurance across all customer experience (CX) channels, including agent‑assisted, digital, field, and in‑store interactions. The role ensures service excellence, prevents CX failures, and drives continuous improvement of order execution and fraud prevention.

Key responsibilities

• Lead quality analysis of customer interactions across all CX channels to maintain high standards of consistency and satisfaction.
• Develop and maintain a CX Assurance Framework aligned with business goals, SLA targets, and regulatory requirements.
• Oversee Perfect Order execution, monitoring order accuracy, timeliness, and overall effectiveness.
• Collaborate with cross‑functional teams (BPOs, IT, Operations, Compliance) to resolve systemic issues and embed quality in execution.
• Champion fraud prevention, compliance, and risk management in partnership with security and risk teams.
• Utilise AI‑driven analytics and root‑cause analysis to generate insights and guide data‑informed strategies.
• Manage customer recovery protocols and foster a culture of continuous improvement.

Required profile

• Proven experience in CX quality assurance, customer experience management, or related fields.
• Strong analytical mindset with ability to interpret data and drive actionable improvements.
• Excellent collaboration skills to work with diverse stakeholders across the organization.
• Knowledge of regulatory, compliance, and fraud‑prevention standards in customer‑facing processes.

Required skills