Quality Assurance Analyst (Customer Service) - Operations Support, MariBank

What you'll do

• Performs regular QA evaluation of Customer Service Ops agents’ customer handling completed via Call, Live Chat, Email, Webform and Social Media

• Performs regular scrubbing or tagging of Bad CSAT cases.

• Participates or leads calibration or alignment session with the Quality Team, CS Ops Team Leads, Training Team and other Operations Support.

• Champions process excellence by being proactive in raising issues and gaps for process alignment.

• Consolidates QA evaluations for reports and analyses.

• Checks and assess the validity of CS Ops disputes on QA evaluations.

• Performs QA evaluation on cases completed by New Hires who are on Nesting phase of Process and Product Training.

Requirements

• Bachelor’s degree in Business Administration, Banking, Finance, or a related field.
• At least 3 years of experience in Quality Assurance within Customer Service operations.
• Preferably with experience conducting QA reviews or audits within a financial institution or regulated environment.
• Proficiency in English with excellent written and verbal communication skills for clear reporting and feedback.
• Must have a basic know-how in using Google applications, specifically Sheets and Slides
• Meticulous attention to detail and strong analytical and problem-solving skills.
• Effective time management and organizational skills, with the ability to meet tight deadlines.
• Strong interpersonal skills and the ability to work both independently and as part of a cross-functional team.
• Willingness to be assigned on-site in Ortigas, Mandaluyong City and/or Cubao, Gateway.