Customer Service Quality Lead & Process Coach

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

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.