Telesales MIS & Quality Assurance Officer

About the Role

As a Telesales MIS & Quality Assurance Officer, you will be responsible for the preparation of all daily reports and dashboards, including data analysis that contributes to increased team productivity. You will manage overall team quality through data analysis, process enhancements, and the investigation of cancellation and decline reasons.

How you'll contribute

• Responsible for maintaining Daily reports and dashboards that are used to measure the performance for each Telesales Campaign.
• Creating and enhancing reports based on the needs of the business.
• Monitoring different key factors for the channel that may cause disruption to the workflow and providing necessary adjustments and sanctions if needed.
• Organize and coordinate with all Telesales officers, product partner units/departments via email, phone and meetings to ensure that timely reports and excellent call quality are properly observed translating to positive business results
• Implement company policies and procedures based on bank guidelines through manuals, handbooks, and memos for agent evaluation and recommendations.

What we're looking for

• With 2-3 years of experience in Management Information Systems (MIS), Business Reporting, Sales Analytics, or Performance Monitoring within a banking, financial services, or contact center environment.
• Advanced proficiency in Microsoft Excel; experience with Power BI, SQL, Tableau, or similar reporting tools is an advantage.
• Has strong analytical, problem-solving, and decision-making skills with keen attention to detail.
• Excellent communication and stakeholder management skills, with the ability to work effectively across all levels of the organization.
• Proven ability to manage multiple priorities, meet deadlines, and thrive in a fast-paced environment.
• Experience in dashboard creation, report automation, and process improvement initiatives is highly preferred.

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