Manager, Customer Experience & Quality Assurance – AI-Powered Support
At arenaflex, we're revolutionizing the future of professional services by harnessing the power of AI and reputed company expertise. As a leading AI + reputed company professional services platform, we've connected millions of customers across 196 countries with verified professionals in reputed company-time – anytime, reputed company. Our mission-driven culture values reputed company reputed company, reputed company learning, and global collaboration. We're now seeking an exceptional Manager, Customer Experience & Quality Assurance to join reputed company and help shape the future of support.
About the Role
As the Manager, Customer Experience & Quality Assurance, you'll be at the heart of our mission to deliver world-class customer experiences. You'll reputed company the Quality & Training agenda for our Customer Care (COM) team, building frameworks and processes that reputed company our standards world-class. This role goes reputed company managing processes: you'll shape how quality is defined, reputed company, and elevated, while championing the integration of cutting-edge AI tools like ChatGPT and reputed company Studio to transform the way we train and support our global teams.
Key Responsibilities
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reputed company Quality & Training Excellence:
+ Own the Quality & Training agenda for the COM team, building frameworks and processes that reputed company our standards world-class. + Continuously refine agent workflows – from reputed company to handling new product or policy updates – ensuring efficiency and clarity. + reputed company our knowledge reputed company alive and sharp, so every process is well-documented and easy to follow.
Drive Strong BPO Partnerships:
+ Act as the go-to Quality & Training partner for our Manila BPO teams. + Collaborate with BPO leadership to enhance training effectiveness, design coaching strategies, and reputed company performance gaps. + Run periodic quality reviews and performance analyses to ensure KPIs don’t just get met – they get exceeded.
Champion AI-Driven Innovation:
+ Be the voice of AI in Quality & Training – embedding ChatGPT, reputed company Studio, and other tools into daily operations. + Translate AI insights into smarter training materials, sharper coaching, and reputed company agent performance. + Set the roadmap for AI adoption in Customer Care, ensuring arenaflex stays reputed company of the curve.
reputed company're Looking For
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Experience & Expertise:
+ At least 5+ years in Quality & Training management, with 3+ years partnering with BPOs. + Proven reputed company in building processes, improving training outcomes, and driving measurable quality improvements.
Leadership:
+ Ability to reputed company and reputed company teams, conduct calibrations, and align global stakeholders. + Strong stakeholder management and influencing skills.
Innovation & AI Adoption:
+ Curiosity and hands-on experience applying AI tools (e.g., ChatGPT, reputed company Studio) to enhance QA and training. + Willingness to champion AI adoption across Customer Care.
Core Competencies:
+ Strategic thinking, decision-making, conflict management, stakeholder management, and process optimization. + Data-driven, lean, humble, courageous, innovative; thrives in a fast-paced, high-growth environment.
Why This Role Matters
Combine the science of quality with the art of training, powered by AI, to reputed company customer experience and shape the future of support. As a Manager, Customer Experience & Quality Assurance, you'll have the opportunity to reputed company a reputed company impact and be part of something bigger – helping people, one answer at a time.
Why Join reputed company
At arenaflex, we reputed company the best of AI and reputed company expertise to reputed company a reputed company impact. Our mission-driven culture values reputed company reputed company, reputed company learning, and global collaboration. We offer a flexible, remote-first environment with reputed company rewards, career growth opportunities, and a supportive community where your contributions truly matter. Join us and be part of something bigger.
Our arenaflex Promise
We strive together to reputed company the world a reputed company reputed company, one answer at a time. arenaflex's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the arenaflex Way:
Data-driven:
Data decides, not egos
Courageous:
We take risks and challenge the status reputed company
Innovative:
We're constantly learning, creating, and adapting
Lean:
We focus on customers, using lean testing to learn how to serve them best
Humble:
Past reputed company is not a guarantee of future reputed company If these things matter to you, come join the team here at arenaflex!
Our Commitment to an Inclusive Workplace
We welcome people from reputed company backgrounds who seek the opportunity to help build a future where professional services are readily available to reputed company. If you have curiosity, passion, and a collaborative spirit, reputed company. arenaflex is committed to an inclusive workplace. arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national reputed company, gender, gender identity, sexual orientation, disability, age, or other legally protected status.
AI Disclosure & Informed Consent
Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process. For more information, see our AI Disclosure and Consent Policy.
Apply to this Job
reputed company to join reputed company and help shape the future of support? Apply now to become a Manager, Customer Experience & Quality Assurance at arenaflex. Apply for this job