CBS - SERVICE QUALITY OFFICER
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Position Title: Service Quality Officer
Job Summary: The position is primarily responsible for improving the competencies of the Customer Service teams by assessing their performance and developing performance improvement plans.
Role Exposure:
- Preferably with Team Lead experience in handling / managing a local banking account
- 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 (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ)
Location: MCC Ayala, Makati