CBS - CS QUALITY ASSURANCE OFFICER

Metrobank; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

Metrobank is hiring a CS Quality Assurance Officer to bolster the competence of Customer Service teams by assessing performance and developing improvement plans. The role focuses on root cause analysis, coaching, and process improvements across CS Inbound, BAU and Fulfillment.

The incumbent will conduct call and email quality assessments, review complaints, and update SOPs while partnering with Workforce Management and MIS for actionable insights. Rank: Junior Officer in CBS - Operations Group.

Qualifications

• Graduate of any business course.
• 1–2 years of work experience in customer service or call center quality analysis, improvement, coaching and/or training, in an officer/managerial level.
• Broad understanding of credit card business is an advantage.

Responsibilities

• Conduct Root Cause Analysis based on complaint reports and quality scores.
• Develop and monitor strategic performance improvement plans.
• Manage or assist in Process Improvement initiatives and projects.
• Conduct remote and side-by-side real-time and recorded call assessments.
• Review and validate complaints tagged against CS Agents.
• Assess e-mail and letter responses to customers.
• Create or update SOPs related to Quality processes.
• Conduct calibration sessions across CS Units to ensure alignment.
• Deliver assessment feedback to CS Team Leaders.
• Provide behavioral coaching on specific areas of improvement.
• Work with Workforce Management and MIS Manager to identify cross-cutting quality areas.
• Provide accurate performance data input to Workforce Management and MIS.
• Perform projects and other responsibilities as assigned (BORC, BCP, Cost Champion, etc.).

Skills

Customer service

Quality analysis

Coaching & training

Call center operations

Education

Bachelor's degree in Business Administration or related

Tools

MS Word

MS Excel

PowerPoint

Job description

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Position Title: CS Quality Assurance Officer

Job Summary

• The position is primarily responsible for improving the competencies of the Customer Service teams by assessing their performance and developing performance improvement plans.

Specific Duties & Responsibilities

• Conduct Root Cause Analysis based on the complaint reports, quality evaluation scores and error reports of the different teams across CS Inbound, BAU and Fulfillment
• Develop and monitor strategic performance improvement plans
• Manage or assist in Process Improvement initiatives and projects
• Conduct remote and side by side real-time and recorded call assessment of customer calls (inbound and outbound)
• Review and validate complaints tagged against Customer Service Agents
• Conduct assessment of e-mail and letter response to customers
• Create or Update SOPs related to, but not limited, to Quality processes.
• Conduct calibration sessions across all CS Units to ensure alignment
• Deliver assessment feedback to CS Team Leaders
• Provide behavioral coaching on specific areas of improvement
• Work with Workforce Management and MIS Manager to identify specific areas that cut across Customer Service for Quality Improvement
• Provide accurate and timely performance data input to Workforce Management and MIS for generation and analysis
• Perform projects and other responsibilities that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ)

Qualifications

• Graduate of any business course in college.
• Must have 1 to 2 years of work experience in customer service or call center handling quality analysis, improvement, coaching and/or training, in an officer/managerial level.
• Broad understanding of the different segments of the credit card business is an advantage.
• Proficient in the following Microsoft applications: Word, Excel, and PowerPoint.

Other Details:

Rank: Junior Officer

Unit: CBS - Operations Group | Customer Service Department | Transformation, Quality Assurance and Control Section