Customer Contact Center - Quality Analyst

Industry Category	Services	Position	Customer Service
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	College Diploma	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-19	Valid Until	Long-term validity

The Quality Analyst will be 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.

The responsibilities we will trust you with:

• Completes 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

• Leads and / or participates in center support activities (e.g. coaching sessions, calibration sessions, focus group discussions, etc.)

• Facilitates basic Quality Training and certification for new Customer Service Officers, Quality Assurance Officers and Supervisors as needed

• Participates in scoping sessions and conducts UAT for projects as needed

• Monitors team performance, adherence to SLAs and resolves minor operational concerns in the absence of the Team Leader

The qualifications you should have:

• Graduate of any four or five-year course / Bachelor's Degree Holder

• At least 2 years of call quality monitoring experience in a call center

You must be willing to work onsite in any of the following locations:

SM NorthSan Juan (right across Greenhills Shopping Center)Pasay

BDO is a full-service universal bank that provides a wide range of corporate and retail banking services. These services include traditional loan and deposit products, as well as treasury, trust banking, investment banking, private banking, rural banking, cash management, leasing and finance, remittance, insurance, retail cash cards, and credit card services. BDO has the country’s largest distribution network, with over 1,400 consolidated operating branches and more than 4,400 ATMs nationwide.  It also has 18 overseas remittance and representative offices (including full-service branches in Hong Kong and Singapore) in Asia, Europe, North America, and the Middle East.BDO ranked as the largest bank in terms of total assets, loans, deposits, and trust funds under management based on published statements of condition as of December 31, 2020. For more information, please visit www.bdo.com.ph.Product & ServicesThe financial products and services provided by Banco de Oro include:Trade financingForeign exchange and securities dealershipTrust and investment servicesCash management servicesInvestment bankingInsurance productsCredit cards