Quality Assurance Officer: Improving Customer Experience

3 days ago


Makati City, National Capital Region, Philippines EastWest Bank Full time

About EastWest Bank

We are a consumer-focused universal bank in the Philippines, committed to continuously invest in people and process enhancements.

Our team is looking for experienced professionals to join us as Quality Assurance Officers in Makati.

In this role, you will improve customer experience by auditing customer interactions across all touchpoints to ensure compliance with quality assurance standards. You will implement quality initiatives, monitor interactions, provide feedback, and conduct training to address skill gaps, maintaining high customer service standards.

Key Responsibilities

  • Measure and audit employee compliance and effectiveness in addressing complex customer inquiries, requests, or complaints.
  • Generate quality scores, track evaluation output, and communicate results with recommendations to CSRs and Team Leaders.
  • Conduct report analysis to identify potential errors and prevent non-compliance, reporting findings to superiors and relevant departments.
  • Review and recommend quality standards for newly launched or revised QA forms for various services (Inbound, Outbound, E-mail, SMS, Loans, CS Support).
  • Collaborate with Team Leaders and Operations to plan team interventions and rewards programs based on quality scores and common errors.
  • Develop QA-related learning materials tailored to the specific topic and learner needs and profiles, aligned with existing training guidelines and requirements to facilitate effective learning.

Requirements

  • Bachelors degree, preferably with exposure to Business/Statistics.
  • Minimum 5 years of experience in Call Center or Customer Service, with at least 3-4 years in Quality Assurance, including 2 years in a supervisory or managerial role.
  • Experience in coaching, training, or presentation is advantageous.
  • Proficiency in systems such as T24, NARADA, ARTS, ASCCEND, Auto Charge, CCTS, CDMS, CHADS, ARTS, RPP, CCAP, ACS, Contact Center Intranet, CMS, Avaya, AQM, etc. is required.
  • Knowledge of credit card SOPs and certification in various products/skills, including Foundational and Supplemental areas like Telemarketing, Loans, and Banking products.

Career Development Opportunities

  • Career development and training opportunities
  • Competitive salary package and benefits
  • Performance-based incentives and recognition programs to reward high-performing individuals.
  • Opportunity to work with industry experts and be mentored by them.
  • Defined career progression paths to guide you in your professional growth.


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