Quality Assurance Analyst (Customer Experience)

CIMB Bank Philippines is a digital-only commercial bank that provides innovative mobile-first digital banking solutions and services to millions of Filipinos. The bank has earned over a hundred international awards, making it the most awarded digital-only commercial bank in the country. CIMB Bank PH is part of the CIMB Group, the 5th largest bank in ASEAN in terms of assets, with a strong presence in over 15 countries.

Role Description

• Monitor and evaluate customer interactions across all channels.
• Provide feedback and coaching to improve agent performance.
• Generate QA reports and insights for continuous improvement.
• Support compliance, audit, and regulatory standards.
• Recommend process enhancements to boost service quality.

Qualifications

• Bachelor's degree in a relevant field.
• 3+ years of QA or customer service experience (banking/FS preferred).
• Skilled in QA tools and reporting platforms (Ameyo, NICE, Verint, Excel, Power BI).
• Strong communication, coaching, and problem-solving skills.
• Detail-oriented, adaptable, and committed to service excellence.

At CIMB, we move forward together.

Be part of a team that values innovation, collaboration, and growth.

Please send your resume to [Confidential Information].

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