Quality Assurance Officer
- Makati City, Metro Manila
- Permanent
- Full-time
Corporate Title: Junor Officer to Senior Assistant Manager
Work Arrangement: OnsiteOur Customer Service Team is looking for experienced professionals to join us in Makati in the role of Quality Assurance Officer.In this role, you will improve customer experience, reduce complaints, and protect the Bank's interests by auditing customer interactions across all touchpoints to ensure compliance with quality assurance standards. You will implement quality initiatives, monitor interactions, provide feedback, and conduct training to address skill gaps, maintaining high customer service standards.Going Further For You.Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.What the role will entail
- Measure and audit employee compliance and effectiveness in addressing complex customer inquiries, requests, or complaints.
- Generate quality scores, track evaluation output, and communicate results with recommendations to CSRs and Team Leaders.
- Conduct report analysis to identify potential errors and prevent non-compliance, reporting findings to superiors and relevant departments.
- Review and recommend quality standards for newly launched or revised QA forms for various services (Inbound, Outbound, E-mail, SMS, Loans, CS Support).
- Collaborate with Team Leaders and Operations to plan team interventions and rewards programs based on quality scores and common errors.
- Develop QA-related learning materials tailored to the specific topic and learner needs and profiles, aligned with existing training guidelines and requirements to facilitate effective learning.
- Bachelors degree, preferably with exposure to Business/Statistics.
- Minimum 5 years of experience in Call Center or Customer Service, with at least 3-4 years in Quality Assurance, including 2 years in a supervisory or managerial role.
- Experience in coaching, training, or presentation is advantageous.
- Proficiency in systems such as T24, NARADA, ARTS, ASCCEND, Auto Charge, CCTS, CDMS, CHADS, ARTS, RPP, CCAP, ACS, Contact Center Intranet, CMS, Avaya, AQM, etc. is required.
- Knowledge of credit card SOPs and certification in various products/skills, including Foundational and Supplemental areas like Telemarketing, Loans, and Banking products.
- Career development and training opportunities
- Competitive salary package and benefits
- Performance-based incentives and recognition programs to reward high-performing individuals.
- Opportunity to work with industry experts and be mentored by them.
- Defined career progression paths to guide you in your professional growth.