CS Quality Assurance Officer

The position is primarily responsible for improving the competencies of the Customer Service teams by assessing their performance and developing performance improvement plans. Duties & Responsibilities:

• Conduct Root Cause Analysis based on the complaint reports, quality evaluation scores and error reports of the different teams across CS Inbound, BAU and Fulfillment.
• Develop and monitor strategic performance improvement plans.
• Manage or assist in Process Improvement initiatives and projects.
• Conduct remote and side by side real-time and recorded call assessment of customer calls (inbound and outbound).
• Review and validate complaints tagged against Customer Service Agents.
• Conduct assessment of e-mail and letter response to customers.
• Create or Update SOPs related to, but not limited to Quality processes.
• Conduct calibration sessions across all CS Units to ensure alignment.
• Deliver assessment feedback to CS Team Leaders.
• Provide behavioral coaching on specific areas of improvement.
• Work with Workforce Management and MIS Manager to identify specific areas that cut across Customer Service for Quality Improvement.
• Provide accurate and timely performance data input to Workforce Management and MIS for generation and analysis.
• Perform projects and other responsibilities that may be assigned from time to time (e.g., BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ).

• Bachelor’s degree holder.
• Must have 1 to 2 years of work experience in customer service or call center handling quality analysis, improvement, coaching and/or training, in an officer/managerial level.
• Broad understanding of the different segments of the credit card business is an advantage.
• Proficient in the following Microsoft applications: Word, Excel and PowerPoint.