QA and Training Head (Contact Center)
Security Bank Corporation
Date: 1 day ago
City: Makati City
Contract type: Full time
About The Role
As a QA and Training Head under the Contact Center Channel, you will directly oversee the entire QA and Training Team including CSAT and complaints. Particularly establishing measurement and performance baselines, tool development, and process improvement. Continuous staff development to enhance skills, knowledge, service, employee engagement, and morale as a commitment to excellence.
How You'll Contribute
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, corporat e, 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.
As a QA and Training Head under the Contact Center Channel, you will directly oversee the entire QA and Training Team including CSAT and complaints. Particularly establishing measurement and performance baselines, tool development, and process improvement. Continuous staff development to enhance skills, knowledge, service, employee engagement, and morale as a commitment to excellence.
How You'll Contribute
- Develop and implement quality assurance review and audit requirements
- Monitor and evaluate the performance of employees to ensure compliance with quality standards
- Conduct regular quality audits and provide feedback to management and employees
- Analyze customer satisfaction reports and ensure implementation of recommendations for process improvement
- Prepare presentations of audit and quality performance summaries and action items for improvement
- Provide seamless collaboration between operations, audit compliance, and quality monitoring
- Bachelor's degree in any field
- 8-10 years of relevant experience in Quality Assurance, Compliance, CSAT in a call center environment
- Preferably with contact center background in the banking industry
- Experienced in People and Program Management
- With strong communication and coordination skills, assertive, detail and results-oriented
- Willing to work on premises in Makati Head Office
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, corporat e, 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.
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