Quality Assurance Officer

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

Primarily responsible for monitoring call, email, and social media interactions made by Customer Service Officers and performs the role of key implementers of all quality initiatives of the Customer Contact Center. Acts as subject matter expert and liaises with operations management and other units within the center, ensuring areas of improvement are identified and addressed to support operational efficiency and improve customer experience.

KEY RESPONSIBILITIES

• Complete the required number of quality evaluations on a daily basis, monitoring adherence to standards, policies and procedures in the handling of customer inquiries, requests and problems across all bank's products and services.
• Identify errors or deviation from established standards, policy and procedures and flag errors that require action within 24 hours of evaluations for immediate action of Operations; recommend appropriate actions for identified errors.
• Flag other performance trends as observed from evaluations within 24 hours of investigation; escalates to supervisor as necessary
• Lead or participate in center support activities (e.g. coaching sessions, calibration sessions, focus group discussions, etc.).
• Review and investigate complaints and call evaluation requests on a daily basis
• Facilitate Quality Assurance Officer basic Quality Training and certification for new Customer Service Officers, Quality Assurance Officers, and Supervisors as needed.
• Audit quality evaluations performed by new, junior or outsourced Quality Assurance Officers as needed.
• Participate in scoping sessions and conducts UAT for projects as needed
• Prepare and submit necessary reports (Productivity, Quality Performance, etc.) on a daily basis.
• Participate in business process and other improvement projects as needed.
• Act as resource or subject matter expert for high level presentations as needed.
• Supervise and or coach a sub-team or cluster of Quality Assurance Officers as needed.
• Monitor team performance, adherence to SLAs, and resolve minor operational concerns in the absence of the Team Leader.
• Perform other duties and responsibilities not specifically outlined herein but are logically inherent to the position.

KEY QUALIFICATIONS

• Bachelor's Degree
• With solid 3 years of call quality monitoring experience in a call center
• Ability to enumerate and define quality monitoring and evaluation metrics and guidelines
• Capability to objectively evaluate agent's interactions based on adherence to Quality Guidelines and to provide comprehensive feedback to agents and supervisors on quality metrics
• Conduct and facilitate meetings, calibration and coaching sessions, quality learning sessions, focus group discussions, and other relevant small to big group learning forums on quality trends, and key performance indicators
• Adept to techniques and tools, Contact Center Management, and Microsoft Applications
• With strong People Management, work and time management, oral and written communication skills
• Excellent Problem Solving, Negotiation, and Decision-making skills