Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including Philippines’ Top Employer, named by Statista, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300+ branches nationwide, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

 

The Role

As a Cards Quality Assurance Officer, you will facilitate 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. The Quality Assurance Officer works collaboratively with CCG management and other leaders to set standards and contribute to process improvement; ensuring that the specific objectives of the team are met, while the customer experience consistently meets and exceeds expectations.

How you’ll contribute

• Conduct call reviews or audits utilizing or referencing the Quality Standards Evaluation form; Retrieve call recordings, and conduct real-time side-by-side methods in facilitating audit activities for voice channels; Obtain email samples to conduct the non-voice audits; Meet audit sample requirements and targets
• Deliver coaching when  necessary  , particularly  where  identified  errors  are  critical  or expose the bank or customer to risk
• Record all audit results; Update all tracking and reporting platforms
• Track error trends and highlight common themes or error drivers; Qualify for process, people or system-driven
• Collaborate with  Quality  Assurance  and Operations  Team  Lead  in  conducting error trend deep dives and rectification

What we’re looking for

• Graduate with a Bachelor’s Degree in any field of study
• With at least 3 years of experience as a Quality Assurance Officer
• Well adept with Products, Processes, and Policies of the Business function
• Knowledgeable in Quality assessment and evaluation
• Experienced in call/contact center operations and quality assurance model
• Good oral and written communications
• Knowledgeable in MS Office applications
• Can recognize areas of opportunity and able to relay improvement solutions

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