CBS - Cs Quality Assurance Officer

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Position Title:  CS Quality Assurance Officer

Job Summary

• The position is primarily responsible for improving the competencies of the Customer Service teams by assessing their performance and developing performance improvement plans.

Specific Duties & Responsibilities

• Conduct Root Cause Analysis based on the complaint reports, quality evaluation scores and error reports of the different teams across CS Inbound, BAU and Fulfillment


• Develop and monitor strategic performance improvement plans


• Manage or assist in Process Improvement initiatives and projects


• Conduct remote and side by side real-time and recorded call assessment of customer calls (inbound and outbound)


• Review and validate complaints tagged against Customer Service Agents


• Conduct assessment of e-mail and letter response to customers


• Create or Update SOPs related to, but not limited, to Quality processes.


• Conduct calibration sessions across all CS Units to ensure alignment


• Deliver assessment feedback to CS Team Leaders


• Provide behavioral coaching on specific areas of improvement


• Work with Workforce Management and MIS Manager to identify specific areas that cut across Customer Service for Quality Improvement


• Provide accurate and timely performance data input to Workforce Management and MIS for generation and analysis


• Perform projects and other responsibilities that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ)   

Qualifications

• Graduate of any business course in college.


• Must have 1 to 2 years of work experience in customer service or call center handling quality analysis, improvement, coaching and/or training, in an officer/managerial level.


• Broad understanding of the different segments of the credit card business is an advantage.


• Proficient in the following Microsoft applications: Word, Excel, and PowerPoint.

Other Details:

Rank: Junior Officer

Unit: CBS - Operations Group | Customer Service Department | Transformation, Quality Assurance and Control Section

Location:  Metrobank Card Corporation, Makati City