The Quality Assurance Team Lead facilitates the development and delivery of the quality assurance programs for the Contact Center Group. He/she contributes to the process level training and development of qualified, experienced, and highly customer-oriented associates. The Quality Assurance Team Lead works collaboratively with CCG management and other leaders to set standards and contribute to process improvement ensuring that specific objectives of the team are met, while the customer experience consistently meets and exceeds expectations. Handles daily reviews for the high and medium risk transactions handled by the Contact Center Division covering customer experience, accuracy, and compliance. Review will be based on identified processes extracted from audit trail.
How you'll contribute
What we're looking for
About Security Bank We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker . 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 spanning the country, 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.