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About Alma
Alma is a company dedicated to delivering exceptional customer experiences. We are seeking a CX Quality Manager to lead our customer experience quality initiatives and help elevate every interaction with our customers.
Role
The CX Quality Manager will define CX quality metrics, monitor CSAT and NPS, and collaborate with product, support, and operations to drive improvements in the customer journey. This role focuses on building scalable QA processes, driving data-driven decisions, and ensuring a high standard of customer experience across channels.
Responsibilities
- Define and track CX quality metrics and KPIs
- Develop and implement quality assurance processes for the customer experience
- Analyze customer feedback data to identify root causes and opportunities
- Collaborate with product, support, and operations to implement improvements
- Lead initiatives to optimize workflows and reduce friction in customer journeys
Qualifications
- Experience in customer experience, quality assurance, or operations
- Strong data analysis and problem-solving skills
- Excellent communication and collaboration abilities
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