Quality Assurance Manager

The Quality Assurance Manager ensures that the team of Quality Assurance Officers meets or exceeds the standards in designing and delivering the set Quality metrics to continuously drive the performance of the Customer Contact Group.

How You'll Contribute

• Spearheads the development of quality goals, procedures, and standards that are coherent with the values of the Security Bank.
• Submits Monthly Complaint and QA Summary report to CCG Leadership and Operations Team in a timely manner and regularly discusses reports with the Unit Head
• Conducts coaching based on the performance of the Quality Officers and Quality Team Lead on the agreed scorecard and KRA's to ensure QA goals are constantly met
• Prepares and implements audit plans of the Quality Officers in assessing and identifying issues/gaps on the process and agent performance
• Work closely with the Quality Officers and Quality Team Lead to ensure that all individual and Group KRA's are consistently exceeded
• Coaches Better Banking Specialists using the established quality performance metrics to ensure proper guidance and continuous improvement, if needed.
• Oversees the review and updating of the Quality Operating Manuals
• Ensures that Quality Tools are updated, accurate and relevant.

What we're looking for

• At least 1-4 years relevant experience
• Bachelor's Degree in Commerce, Finance/Accountancy/Banking, Mass Communications, etc.
• Banking and Financial, Clerical/Administrative, Risk and Compliance
• Knowledge in: Finance, Sales or VM,
• Quality Assurance in a call center environment

About Security Bank

Security Bank is one of the Philippines best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes World's Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): YOU matter.

Start your BetterBanking career with us today.