Quality Assurance Lead – Customer Contact Center

BDO Unibank; Cebu City; On-site; PHP 400,000 - 560,000; Full time

Job summary

BDO Unibank in Cebu City seeks a Quality Assurance professional to monitor call, email, and social media interactions by Customer Service Officers. You will act as a subject matter expert, liaising with operations management to identify areas for improvement and to support efficiency and customer experience.

You will lead quality evaluations, flag errors within 24 hours, and drive coaching and calibration sessions. The role requires a Bachelor's degree and at least 3 years in call center QA.

Qualifications

• Bachelor's Degree (required).
• At least 3 years in call quality monitoring in a call center.
• Ability to define quality metrics and guidelines.
• Ability to give comprehensive feedback on quality metrics.
• Experience in leading meetings, calibration, coaching and focus groups.
• Proficient in Contact Center Management tools and Microsoft applications.
• Strong people management, time management, and communication skills.
• Strong problem solving, negotiation and decision-making skills.

Responsibilities

• Complete the required number of quality evaluations daily, ensuring adherence to standards and procedures across all products and services.
• Identify deviations from standards and flag errors within 24 hours for action by Operations; recommend actions.
• Escalate performance trends to supervisor as needed and collaborate on improvements.
• Lead or participate in center support activities such as coaching and calibration sessions.
• Review and investigate complaints and call evaluation requests daily.
• Coach and certify QA Officers and Supervisors as needed.

Skills

Quality Monitoring

Call Center

People Management

Coaching

MS Office

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

BDO Unibank in Cebu City seeks a Quality Assurance professional to monitor call, email, and social media interactions by Customer Service Officers. You will act as a subject matter expert, liaising with operations management to identify areas for improvement and to support efficiency and customer experience.

You will lead quality evaluations, flag errors within 24 hours, and drive coaching and calibration sessions. The role requires a Bachelor's degree and at least 3 years in call center QA.