QUALITY ASSURANCE OFFICER (CONTACT CENTER)

About Security Bank

We are the Philippines' largest independent bank, having won countless awards over the years, including Philippines' Top Employer, named by Statista, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300+ branches nationwide, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

 

 

The Role

As a Quality Assurance Officer (Contact Center), you will facilitate the development and delivery of quality assurance programs for the Customer Contact Center. He/she contributes to the process-level training and development of qualified, experienced, and highly customer-oriented associates. The Quality Assurance Officer works collaboratively with CCG Operation leaders and Process Excellence Team to set standards and contribute to process improvement; ensuring that the specific objectives of the team are met, while the customer experience consistently meets and exceeds expectations.

How you'll contribute

• Assists investigation of employee-related complaints from clients sent through CRM/CCM in order to provide resolution for clients and appropriate associate coaching
• Conducts Call reviews, Email, and Social Media evaluation, using the established QA Evaluation Form and call recording/barging tool, Email, and Social media platforms to effectively measure the call quality of the Better Banking Specialists
• Submits monthly reports of call review findings via MS Outlook to address the error/s of the Better Banking Specialist in a timely manner
• Coaches Better Banking Specialists using the established quality performance metrics to ensure proper guidance and continuous improvement
• Maintains QA database using established MS Excel tool saved in QA Share Point and QA reminders/announcements saved in CCG Knowledge base to ensure CCG’s access to relevant QA policies and processes

What we’re looking for

• With at least 1-4 years of experience in Banking and Financial, Clerical/Administrative, Risk and Compliance
• Bachelor's / College Degree in Commerce, Finance/Accountancy/Banking, Mass Communications
• Knowledge of Quality Assurance in the Contact Center environment Banking and finance ACD phone systems/ Call routing
• Excellent communication and interpersonal skills Documentation process Data Analysis
• Ability to assess associate knowledge of the process Ability to assess areas of associate development e.g., communication skills vs process Ability to identify potential areas of process improvement leading to improved process and customer experience Ability to assist in the design and implementation of process improvement. Regularly conducts calibration sessions
• TLs and/or Process Owners to ensure consistency of approach and analysis

 

#LI-Onsite

#LI-SY1

•

Last updated on Sep 3, 2023