Quality Officer

2 weeks ago


Manila, National Capital Region, Philippines Bank of the Philippine Islands Full time
Job Purpose

Quality assurance officers are responsible for ensuring that the services and volume produced by their sales officers meet certain standards of quality. They commonly work with the distribution sales teams to ensure that all aspects of production—from turn-in of leads to loan booking or release—are handled properly and according to plan.

Main Accountabilities

  • Set quality standards for sales processes, activities and customer interaction following cadence
  • Verify disclosed cadence by the sales officer following the measure of versus recording or Salesforce
  • Provide feedback by issuing a memo/reminder via Salesforce
  • Document offense or false reporting by issuing a written memo/sanctions according to HR personnel policies
  • Resolve service quality issues, implement corrective measures by coaching or training, if system related concern coordinate with IT/MIS/SPPI counterparts
  • Audit BSO's Closed Opportunities if exhausted prior to close
  • Review and analyze common service gaps and skills set that need improvement
  • Resolve gaps by conducting necessary training
  • Escalation and report documentation to IS for any infraction (applicable when on board Talkdesk
  • Provide safekeeping of memos and reports of all reviewed calls for overall performance assessment of the BSO
  • Check and report conduct of quality monitoring scoresheet (QMS) per standard schedule

Qualifications

  • Bachelor's Degree in Business/ Marketing/ Management
  • At least 3 yrs relevant work e xperience in banking operations and selling of different products and services
  • Proficient in MS Office tools

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