SERVICE QUALITY ASSURANCE OFFICER
Bank of the Philippine Islands (BPI)
Date: 3 weeks ago
City: Manila
Contract type: Full time
The Service Quality Assurance Officer monitors, evaluates, and enhances the quality of customer interactions handled by Sales Advisors, ensuring exceptional service, compliance, and continuous improvement.
Responsibilities
Responsibilities
- Lead the implementation and standardization of quality processes, requirements, and guidelines. This includes, but not limited to, monitoring and evaluation of inbound and outbound calls, SMS, and email interactions of Sales Advisors to ensure compliance with the business unit standards
- Develop and implement quality and process improvement strategies through effective collaboration with other business units
- Deliver proactive and effective developmental and behavioral interventions (e.g., coaching, mentoring, training, 360-degree feedback, rewards and recognition) to empower Sales Advisors and equip them to achieve their Key Result Areas (KRA)
- Conduct periodic performance reviews, analyze trends, and assess internal and external factors affecting the organization. Develop strategies to enhance productivity and improve the service quality performance of the business unit
- Bachelor’s degree in any related courses
- Minimum of 1 year of experience in Quality Standard Operating Procedures
- Understanding the account profitability analysis (APA) of clients
- Knowledge in Quality Standards – Familiarity with QA and Customer Experience frameworks, evaluation scorecards, and compliance requirements
- Experience in Quality Management Systems and Programs
- Skilled in QA Tools and Reporting Software
- Strong communication and presentation skills
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