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 Phone Monitoring Officer, you will be responsible for monitoring Agents’ calls, evaluating performance, providing feedback, and identifying opportunities for improvement among individuals and the entire team. The purpose of this role is to support and enhance Agents’ performance progression with respect to their KPIs by working hand-in-hand with the Trainers and Team Leaders.

How you’ll contribute

• Design and develop the quality monitoring process, and implement, track, and measure progress to ensure effectiveness.
• Develop quality and call monitoring scorecards to be used to evaluate Agents during calls.
• Provide coaching during selected Agent calls to help them achieve their KPIs and provide a learning experience.
• Identify and report Agent performance deficiencies to the QA & Trainers Team Leader to determine ongoing training needs.
• Responsible for monitoring that collections tools are being used based on a set frequency.
• Report to the Employee Engagement Unit Head daily regarding observed calling trends and recommended improvement plans and strategies.
• Support Trainers in their development of training materials and specific training courses to ensure the areas that require training are covered effectively, which may include participating in or leading training.
• Collaborate with Managers, Team Leaders, and Trainers to develop and maintain a strategic training plan which supports performance objectives and addresses identified gaps in skills and competencies.
• Cooperate with client service representatives regularly to speak about client service trends, misconceptions, and tactics to inspire strategies to improve call quality.
• individual Monitor Agent calls to observe Agent demeanor, conformity to company policies and script-following, and provide evaluations and feedback based on the developed scorecard.

What we’re looking for

• Bachelor’s Degree in any field
• Must have at least 1-year relevant work experience
• Proficiency in Microsoft Office for Windows is required
• Good verbal and written communication skills
• Excellent interpersonal skills and ability to adjust and interact with all levels of personnel
• Strong time management skills
• Must have good critical thinking skills and exercise sound judgment