Job Description
Job Description
Leads the end-to-end quality analysis and assurance of customer interactions across all CX channels—agent-assisted, digital, field, and in-store. Ensures consistent, proactive monitoring to uphold service excellence and prevent customer experience (CX) failures. Drives Perfect Order execution by overseeing accurate, timely, and seamless order processing, collaborating with cross-functional teams to resolve systemic issues and prevent recurrence. Builds and sustains the CX Assurance Framework, aligning it with business goals, SLA targets, and regulatory standards to reduce risk and improve service delivery. Champions fraud prevention, compliance, and risk management across CX processes, working closely with security and risk teams to safeguard customer trust. Applies AI-driven analytics and root cause analysis to surface insights, close performance gaps, and guide data-informed strategies that elevate CX and operational outcomes. Leads cross-functional al...