Customer Experience Quality Lead

BDO Unibank; Compostela; On-site; PHP 335,000 - 513,000; Full time

Job summary

BDO Unibank, Inc. invites applications for a Service Quality Officer in Cebu City, Philippines. This role focuses on monitoring call, email, and social media interactions by Customer Service Officers and implementing quality initiatives to boost operational efficiency and customer experience.

You will lead QA activities, identify trends, coach staff, and ensure adherence to quality standards. A Bachelor’s degree and 3 years in call quality monitoring are required, with strong communication and

Qualifications

• Bachelor’s Degree required.
• At least 3 years of call quality monitoring experience in a call center.
• Ability to define quality monitoring metrics and guidelines.
• Ability to evaluate agent interactions against quality guidelines and provide feedback.
• Experience in leading calibration, coaching sessions, and meetings on quality trends.
• Proficient in Contact Center Management tools and Microsoft Applications.
• Strong people, time management, and communication skills.
• Problem solving, negotiation, and decision-making skills.

Responsibilities

• Conduct daily quality evaluations across channels to ensure adherence to standards.
• Identify errors and flag actions within 24 hours; propose corrective actions.
• Highlight performance trends and escalate as needed to supervisors.
• Lead coaching, calibration, and focus group sessions.
• Review complaints and call evaluation requests daily.
• Provide QA training and certification for staff as needed.
• Audit evaluations performed by junior/outsourced staff.
• Support UAT and project scoping; submit reports daily.
• Assist in process improvement projects and present findings.
• Coach sub-teams and monitor SLAs; address issues when needed.
• Perform other duties as required.

Skills

Quality monitoring

Call center experience

People management

Communication skills

Quality metrics

Education

Bachelor’s Degree

Tools

Microsoft Applications

Job description

BDO Unibank, Inc. invites applications for a Service Quality Officer in Cebu City, Philippines. This role focuses on monitoring call, email, and social media interactions by Customer Service Officers and implementing quality initiatives to boost operational efficiency and customer experience.

You will lead QA activities, identify trends, coach staff, and ensure adherence to quality standards. A Bachelor’s degree and 3 years in call quality monitoring are required, with strong communication and