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CBS - AFC QUALITY CONTROL OFFICER

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Position Title:  Quality Control Officer

Job Summary

·       The position aims to provide support to the AFC Systems and Quality Control Officer (Team Leader) in the Quality Control processes of the Authorizations, Fraud and Chargeback Department. He/ she is also responsible in conducting the QC test procedures, escalating noted findings and monitoring of the appropriate resolutions. He/ she is expected to collaborate with all the units of AFC in relation to the training needs and development of AFC personnel

Specific Duties & Responsibilities

  • Performs Quality Control testing procedures.
      • Call Monitoring
      • 100% Day2 Reviews
      • Exception Review
  • Ensures that AFC processes are done in compliance with related Policies and Procedures
  • Escalates noted findings in a timely manner (within TAT) to Authorizations, Fraud and Chargeback Business Units
  • Monitors feedback and prompt resolution of noted findings.
  • Reports critical findings to the AFC SQC head.
  • Recommends review process improvements to the to the AFC SQC head.
  • Recommends possible cost-efficient process improvement for Authorization, Fraud and Chargeback units.
  • Proposes additional controls to newly identified risks
  • Assists the AFC SQC Head in ensuring that the department is always audit-ready.
  • Coordinates with BIU, RMA or Fraud Analytics team any issue on report generation
  • Acts as back-up to the AFC-SQC Officer to ensure that the teams review standard TAT is met.
  • Prepares the monthly report and submits to the AFC SQC head on the agreed TAT
  • Assists the AFC SQC head in preparing materials for the periodic QC cascades

 

  • Assists the AFC QC Team Leader in creating and updating QC process manuals
  • Monitors daily completion of all Day2 reviews and escalate delays in critical process reviews

 

Systems

  • Ensures familiarity with all the AFC related systems
  • Reports any issue or incident encountered on any AFC related systems that would pose as risk to the whole operation.
  • Participates in various UAT activities.
  • Performs as back-up in various UAT activities in the absence of the AFC-SQC Officer
  • Reports to AFC SQC head any observed risks associated to AFC personnel system accesses

 

Complaint and Commendation Management

·       Assists the AFC QC Team Leader in conducting investigation on escalated complaints specially in call retrievals

·       Escalates any complaint uncovered during Call Monitoring to the AFC SQC Officer or higher.

·       Conducts 1 on 1 coaching on personnel with valid complaints

·       Serves as back-up to the AFC QC Team Leader in documenting escalated complaints.

·       Serves as back-up to the AFC QC Team Leader in monitoring compliances to BSP guidelines in managing BSP related complaints

·       Reviews and decides on the validity of endorsed commendations

 

AFC Trainings Management

  • Assists the AFC QC Team Leader in identifying the training requirements of all AFC staff/ officers with the objective of addressing findings related to process and service quality while improving productivity and effectiveness
  • Collaborates with AFC QC Team Leader in handling trainings relative to new / enhanced systems affecting AFC
  • Collaborates with AFC QC Team Leader in facilitates Best Practice Sessions to align and fast track learning 
  • Maintains the department’s training records and ensure that these are regularly updated
  • Assists the AFC SQC Head and QC Team leader in carrying out identified programs for the development of AFC personnel

Others

Performs other functions that may be assigned by the AFC SQC head from time to time

Other Details:

Rank: Rank and File

Unit: Consumer Business Sector / Credit Operations Group / Credit Acquisition Division

Location:  Ayala, Makati

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