Quality Assurance Lead – Customer Experience

BDO Unibank; Cebu City; On-site; PHP 480,000 - 800,000; Full time

Job summary

BDO Unibank, Inc. is seeking a Quality Assurance professional for the Customer Contact Center in Cebu City. The role focuses on monitoring call, email, and social media interactions by Customer Service Officers and implements quality initiatives across the center.

The ideal candidate has a Bachelor’s degree and at least 3 years of quality monitoring experience in a call center. You will lead QA activities, provide feedback, train staff, and drive process improvements to enhance customer

Qualifications

• Bachelor’s Degree required.
• 3 years of call quality monitoring experience in a call center.
• Ability to enumerate and define quality monitoring metrics and guidelines.
• Capability to objectively evaluate agent interactions based on Quality Guidelines and provide feedback.
• Experience in conducting meetings, calibration and coaching sessions, and learning forums on quality trends and KPIs.
• Familiarity with Contact Center Management tools and Microsoft Applications.
• Strong people, time management, and communication skills.
• Excellent problem solving, negotiation, and decision-making skills.

Responsibilities

• Complete the required number of quality evaluations daily, ensuring adherence to standards across all bank products and services.
• Identify deviations from standards and alert Operations within 24 hours; recommend corrective actions.
• Flag performance trends and escalate to supervisor as needed.
• Lead or participate in center support activities (coaching, calibration, focus groups).
• Review and investigate complaints and call evaluation requests daily.
• Provide QA training and certification for new officers and supervisors as needed.
• Audit QA evaluations performed by newer or outsourced QA staff.
• Participate in scoping sessions and conduct UAT for projects as needed.
• Prepare and submit productivity and quality reports daily.
• Contribute to business process and quality improvement projects.
• Serve as SME for high-level presentations as needed.
• Supervise or coach a sub-team of QA Officers; monitor team performance and SLAs.

Skills

Quality monitoring

People management

Communication skills

Education

Bachelor's Degree

Tools

Microsoft Applications

Job description

BDO Unibank, Inc. is seeking a Quality Assurance professional for the Customer Contact Center in Cebu City. The role focuses on monitoring call, email, and social media interactions by Customer Service Officers and implements quality initiatives across the center.

The ideal candidate has a Bachelor’s degree and at least 3 years of quality monitoring experience in a call center. You will lead QA activities, provide feedback, train staff, and drive process improvements to enhance customer