Quality Assurance Lead

3 days ago

Manila, National Capital Region, Philippines Security Bank Corporation Full time

The Role

As a Quality Assurance Manager, you will be responsible for developing, maintaining, and enhancing quality assurance policies, procedures, and tools within the Business Banking Segment (BBS). It involves conducting regular reviews, monitoring internal processes, resolving service complaints, and ensuring compliance with regulatory standards. The position also plays a critical role in driving process improvements, training Quality Assurance Officers, and managing team performance to optimize operational efficiency and customer satisfaction.

How you'll contribute

  1. Development and Maintenance of Quality Assurance Policies – Develops, maintains, and updates QA policies, procedures, and tools, ensuring compliance with quality standards and best practices. Monitors and verifies QA processes through key performance indicators, spot audits, and control measures to ensure consistent output and process stability. Keeps QA team informed of regulatory updates and maintains accurate documentation, ensuring all quality reports and documents are up to date and accessible.
  2. Quality Assurance Reviews and Reporting - Conducts monthly quality assurance reviews, calibrations, and assessments for BBS, ensuring effective implementation and consistent scoring. Delivers prompt reports on quality review outcomes to the QA Head and performs comparative performance analysis for improvements. Works with senior management and unit heads on policy/procedure changes, investigates quality issues' root causes, and oversees the Quality Assurance Team's task execution.
  3. Training and Development of Quality Assurance Officers - Develops and conducts training modules for Quality Assurance Officers to ensure their competency and development. Monitors the progress of new employees, providing necessary tools, access, and mentorship for their integration and growth within the organization. Handles QA disputes, performs performance evaluations, and offers continuous coaching and professional development opportunities for the QA team.
  4. Handling of Service Complaints and Dispute Resolution - Investigates service complaints from clients coursed through the Customer Service team and external BBS (e.g., Compliance, etc.) and ensures timely resolution. Handles disputes related to QA results and findings, ensuring the QA process is routinely reviewed to reduce such disagreements. Discusses with stakeholders the merits of their QA findings, negotiates with them on possible remediation or solutions to avoid potential audit findings and regulatory issues in the future.
  5. Process Improvement - Regularly reviews and updates operational policies, processes, and guidelines, ensuring audits comply with the latest standards. Creates and maintains new process documentation, such as SOPs and process maps, to ensure sustainability and standardization. Monitors the effectiveness of new processes using quality success metrics and ensures compliance through key performance indicators and spot audits.

What we're looking for

  • Bachelor's degree in Business Administration/Management/Accountancy or any Business Course, Accountancy, Statistics, Industrial Engineering
  • At least 5-10 years of experience preferably in Quality Assurance, Customer Service, Contact Center Operations, Audit, Project Management, Banking and Finance, Financial Technology
  • Industry Knowledge: Solid understanding of the organization's business operations and industry.
  • Audit and Regulatory Understanding: Must have a good understanding of audit concepts and regulatory requirements.
  • Technical Skills: Working knowledge of Excel, Minitab & Power BI. Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset.
  • Analytical Thinking: Must possess an analytical mindset coupled with the ability to think laterally.
  • Problem Solving and Adaptability: Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change, maintaining timelines.
  • Team Leadership: Demonstrated ability to mentor, coach, and provide direction to a team of employees, including managing teams, offering guidance to seniors and staff, and proficiently coaching and mentoring.
  • Customer Service Orientation: Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
  • Adaptability: Can work in a fast-paced and diverse working environment.
  • Communication and Reporting Skills: Advanced communication skills, and reporting skills.
  • Presentation Skills: Ability to effectively present information to internal and external associates.
  • Commitment to Quality: Committed to providing high quality, applying new experiences, continuous training and learning new skills.
  • Project Management: Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
  • Initiative and Continuous Improvement: Demonstrated ability to take initiative and ownership with focus on continuous improvement.

About Security Bank

Security Bank is one of the Philippines' best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes' World's Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): "YOU matter."


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