Customer Service Quality Lead

Metrobank; Makati; On-site; PHP 360,000 - 480,000; Full time

Job summary

Metrobank is seeking a CS Quality Assurance Officer in Makati City to improve the competencies of Customer Service teams by evaluating performance and developing improvement plans. The role involves root cause analysis, process improvements, and calibrations across CS units to ensure high quality customer interactions.

You will conduct real-time and recorded call assessments, review complaints, and provide feedback to team leaders.

Qualifications

• Graduate of any business course in college.
• 1–2 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 Word, Excel, and PowerPoint.

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)

Skills

Customer service

Quality assurance

Coaching & training

MS Office (Word, Excel, PowerPoint)

Education

Bachelor's degree in business

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Metrobank is seeking a CS Quality Assurance Officer in Makati City to improve the competencies of Customer Service teams by evaluating performance and developing improvement plans. The role involves root cause analysis, process improvements, and calibrations across CS units to ensure high quality customer interactions.

You will conduct real-time and recorded call assessments, review complaints, and provide feedback to team leaders.