Quality Assurance Analyst (Customer Service) - Operations Support, MariBank

3-5 Years

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Early Applicant

Job Description

Job Description

Performs regular QA evaluation of Customer Service Ops agents customer handling completed via Call, Live Chat, Email, Webform and Social Media
Performs regular scrubbing or tagging of Bad CSAT cases.
Participates or leads calibration or alignment session with the Quality Team, CS Ops Team Leads, Training Team and other Operations Support.
Champions process excellence by being proactive in raising issues and gaps for process alignment.
Consolidates QA evaluations for reports and analyses.
Checks and assess the validity of CS Ops disputes on QA evaluations.
Performs QA evaluation on cases completed by New Hires who are on Nesting phase of Process and Product Training.

Requirements

Bachelor's degree in Business Administration, Banking, Finance, or a related field.
At least 3 years of experience in Quality Assurance within Customer Service operations.
Preferably with experience conducting QA reviews or audits within a financial institution or regulated environment.
Proficiency in English with excellent written and verbal communication skills for clear reporting and feedback.
Must have a basic know-how in using Google applications, specifically Sheets and Slides
Meticulous attention to detail and strong analytical and problem-solving skills.
Effective time management and organizational skills, with the ability to meet tight deadlines.
Strong interpersonal skills and the ability to work both independently and as part of a cross-functional team.
Willingness to be assigned on-site in Ortigas, Mandaluyong City and/or Cubao, Gateway.