Service Quality Officer

Job Mandate

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

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration  of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability.                                                                                                                       Requisition ID: 29239