Customer Experience (CX) Manager | BPO / Contact Centre

About

We’re looking for a results-driven CX Manager to lead Training, Quality Assurance, and Customer Experience delivery in a fast-paced BPO environment.

This role focuses on driving CX excellence through data, insights, and continuous improvement, partnering closely with Operations and Clients.

What You’ll Do

• Lead training delivery (product, process, behavioural) across the operation
• Drive quality improvement using QA, CSAT & NPS insights
• Conduct Training Needs Analysis (TNA) and implement targeted interventions
• Analyse CX data to identify trends, gaps, and opportunities
• Manage calibrations, QA frameworks, and compliance standards
• Present CX insights & performance reports to stakeholders
• Handle escalations, complaints, and CX risk management
• Lead and develop a team of Trainers & QA Analysts

What We’re Looking For

• 4+ years’ experience in CX within a BPO / Contact Centre
• Strong experience in Training & Quality Assurance
• Solid understanding of CSAT, NPS, QA & SLA metrics
• Proven ability to manage teams and stakeholders

Key Skills

• Analytical & problem-solving mindset
• Strong stakeholder engagement
• Planning & organisational skills
• Influencing & collaboration

Why Join Us

• High-impact role shaping CX strategy
• Work with senior stakeholders & clients
• Culture focused on innovation & continuous improvement