The Quality Assurance officerfacilitates 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.
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.
- Submits monthly reports of call review findings via MS Outlook to address the error/s of the Better Banking Specialist in a timely manner.
- 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.
- 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
- 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
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.
