Sr. Associate - Customer Experience
- Central Luzon
- Permanent
- Full-time
- Conduct regular quality audits of customer interactions (calls, emails, chats) to assess compliance with process guidelines, regulatory requirements, and service quality standards.
- Ensure compliance with bank policies, regulatory standards, and data security protocols during quality evaluations.
- Support calibration sessions with stakeholders to align quality standards and expectations.
- Develop and maintain quality scorecards, reports, and dashboards to track team performance and quality metrics.
- Assist in training and onboarding of new customer support agents by sharing quality insights and best practices.
- Coordinate with different departments like HR, Training, etc. to resolve QA issues.
- Development of skills – through classroom and on the job training
- Minimum 1 year of experience in the Quality Analyst role |update to 6 mos|, if hired externally.
- No QA experience is mandatory for Internal candidates.
- Prior experience supporting American banking clients or financial services is highly desirable.
- Possesses high standards of written and verbal English, demonstrating strong communication & clarity; should meet a minimum proficiency level of B2 on the Common European Framework of Reference for Languages (CEFR) scale or its equivalent in both SVAR & Writex.
- Strong analytical and observational skills to evaluate customer interactions effectively. Good knowledge of Data Analysis
- Proficiency in MS Office (Word, Excel, PowerPoint)
- Customer-oriented in managing communications and complaints
- Familiarity with quality monitoring tools and customer service platforms used in contact center environments.