1. Keeps abreast of best practices in Quality Assurance.
2. Provides input with regards to all training and development needs for assigned personnel.
3. Applies basic understanding of how own area integrates within own subject area.
4. Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
5. Direct impact by ensuring the quality of tasks provided by self and others on the team.
6. Exchanges ideas and information in a concise and logical manner with tact and sensitivity to audience diversity. May act as a backup for the manager.
7. Appropriately assess risk when business decisions are made.
1. College graduate with at least 2 to 3 years of Contact Center experience in a banking or financial services environment
2. Minimum 2 to 3 years experience as Quality Assurance Analyst with strong track records
3. Handled Banking related customer service via call and email, such as deposit accounts, personal loans, and general customer service queries
Required Competencies and Skills:
1. Strong communication and listening skills
2. Strong analytical and investigative skills
3. Strong problem solving skills
4. Superior customer service orientation
5. Data management skills
6. Superior sense of urgency
7. Excellent critical thinking skill
8. Excellent writing skills
9. Ability to identify and track relevant KPIs
10. Fast learner and always aim for superior service quality
- Job level
- Entry Level / Junior, Apprentice
- Job category
- Customer Service
- Educational requirement
- Bachelor's degree graduate
- Recruiter response to application
- Office Address
- 31st Street, Taguig, Metro Manila, Philippines
- Banking/Financial Institutions
- 2 openings
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