Quality Assurance Officer (Contact Center)

• About the Role
  
  

As a Quality Assurance Officer (Contact Center), you will facilitate the development and delivery of quality assurance programs for the Customer Contact Center. You will contribute to the process-level training and development of qualified, experienced, and highly customer-oriented associates.

How You'll Contribute

• Conducts Call reviews, Email, and Social Media evaluation, using the established QA Evaluation Form and call recording/barging tool, Email, and Social media platforms
• Submits monthly reports of call review findings via MS Outlook to address the error/s
• 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 to ensure CCG’s access to relevant QA policies and processes
• Regularly conducts calibration sessionsTLs and/or Process Owners to ensure consistency of approach and analysis
  
  

What We’re Looking For

• With at least 1-4 years of experience in Banking and Financial, Risk and Compliance
• Bachelor's / College Degree in any field
• 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 areas of associate development e.g., communication skills vs process
• Willing to work on premise in Makati Head Office
  
  

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.