Overview
SERVICE QUALITY ASSURANCE OFFICER Jobs in Manila, National Capital Region, Philippines at Bank of the Philippine Islands (BPI)
Title: SERVICE QUALITY ASSURANCE OFFICER
Company: Bank of the Philippine Islands (BPI)
Location: Manila, National Capital Region, Philippines
The Service Quality Assurance Officer monitors, evaluates, and enhances the quality of customer interactions handled by Sales Advisors, ensuring exceptional service, compliance, and continuous improvement.
Responsibilities
Lead the implementation and standardization of quality processes, requirements, and guidelines. This includes, but not limited to, monitoring and evaluation of inbound and outbound calls, SMS, and email interactions of Sales Advisors to ensure compliance with the business unit standards
Develop and implement quality and process improvement strategies through effective collaboration with other business units
Deliver proactive and effective developmental and behavioral interventions (e.g., coaching, mentoring, training, 360-degree feedback, rewards and recognition) to empower Sales Advisors and equip them to achieve their Key Result Areas (KRA)
Conduct periodic performance reviews, analyze trends, and assess internal and external factors affecting the organization. Develop strategies to enhance productivity and improve the service quality performance of the business unit
Qualifications
Bachelor’s degree in any related courses
Minimum of 1 year of experience in Quality Standard Operating Procedures
Understanding the account profitability analysis (APA) of clients
Knowledge in Quality Standards – Familiarity with QA and Customer Experience frameworks, evaluation scorecards, and compliance requirements
Experience in Quality Management Systems and Programs
Skilled in QA Tools and Reporting Software
Strong communication and presentation skills
