Quality Assurance OfficerSecurity Bank
Workplace: MetroManila, Manila, Makati
Salary: Agreement
Work form: Full time
Posting Date: 24/01/2026
Deadline: 02/03/2022
About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As a Quality Assurance Officer, you will be responsible for assessing the quality of the service delivery performance and adherence to the Quality standards of the contact center agents. You will work collaboratively with Operations to set standards and identify process improvement opportunities to ensure that service objectives are met and customer experience is upheld in every agent interaction.
How you'll contribute
Conduct call reviews or audits on client interactions across the various contact channels - Voice, Email, Social Media utilizing the Quality Standards form.
Participate in Process calibrations and synergy activities to ensure alignment with the quality standards.
Deliver the required number of audit samples per assigned population.
Conduct supplemental audits for New hire staff (Nesting), Check the checker and Bottom quartile performers.
Establish quality performance trends and common issue themes for reporting.
Identify process improvement opportunities and coordinate with relevant functions to materialize initiatives that address the opportunities.
Upon assignment, assist in the investigation of client complaints via call listening and establishing case facts.
Adhere to role-specific regulatory mandates and compliance requirements.
Assist Team Leader in maintaining the quality database and completing the required reporting.
Partner with Team Leader in tracking calibration variance %
Conduct coaching and mentoring to Better Banking specialists to address process or handling-related issues and challenges.
Accomplish all mandatory or prescribed learning courses.
What we're looking for
Graduate of Bachelor's Degree to any field of study
With at least 3 years of experience as a Quality Assurance Officer
Well adept with Products, Processes, and Policies of the Business function
Knowledgeable in Quality assessment and evaluation
Good oral and written communications
Knowledgeable in MS Office applications
Can recognize areas of opportunity and able to relay improvement solutions
Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As a Quality Assurance Officer, you will be responsible for assessing the quality of the service delivery performance and adherence to the Quality standards of the contact center agents. You will work collaboratively with Operations to set standards and identify process improvement opportunities to ensure that service objectives are met and customer experience is upheld in every agent interaction.
How you'll contribute
Conduct call reviews or audits on client interactions across the various contact channels - Voice, Email, Social Media utilizing the Quality Standards form.
Participate in Process calibrations and synergy activities to ensure alignment with the quality standards.
Deliver the required number of audit samples per assigned population.
Conduct supplemental audits for New hire staff (Nesting), Check the checker and Bottom quartile performers.
Establish quality performance trends and common issue themes for reporting.
Identify process improvement opportunities and coordinate with relevant functions to materialize initiatives that address the opportunities.
Upon assignment, assist in the investigation of client complaints via call listening and establishing case facts.
Adhere to role-specific regulatory mandates and compliance requirements.
Assist Team Leader in maintaining the quality database and completing the required reporting.
Partner with Team Leader in tracking calibration variance %
Conduct coaching and mentoring to Better Banking specialists to address process or handling-related issues and challenges.
Accomplish all mandatory or prescribed learning courses.
What we're looking for
Graduate of Bachelor's Degree to any field of study
With at least 3 years of experience as a Quality Assurance Officer
Well adept with Products, Processes, and Policies of the Business function
Knowledgeable in Quality assessment and evaluation
Good oral and written communications
Knowledgeable in MS Office applications
Can recognize areas of opportunity and able to relay improvement solutions
Security Bank
Other Info
Makati City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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