JOB DETAILS

Quality Control Officer

CompanyBDO Unibank
LocationSenator Ninoy Aquino
Work ModeOn Site
PostedJune 7, 2026
About The Company
BDO is a full-service universal bank in the Philippines. It provides a complete array of industry-leading products and services including Lending (corporate and consumer), Deposit-taking, Foreign Exchange, Brokering, Trust and Investments, Credit Cards, Corporate Cash Management, and Remittances in the Philippines. Through its local subsidiaries, the Bank offers Leasing and Financing, Investment Banking, Private Banking, Rural Banking, Life Insurance, Insurance Brokerage, and Stock Brokerage services. BDO's institutional strengths and value-added products and services hold the key to its successful business relationships with customers. Its branches remain at the forefront of setting high standards as a sales- and service-oriented, customer-focused force. BDO has one of the largest distribution networks, with more than 1,600 operating branches and over 4,500 ATMs nationwide. Through selective acquisitions and organic growth, BDO has positioned itself for increased balance sheet strength and continuing expansion into new markets. As of 30 June 2022, BDO is the country's largest bank in terms of total resources, customer loans, deposits, and assets under management. BDO is a publicly listed company (PLC), with its shares currently being traded at the Philippine Stock Exchange under the symbol “BDO”. BDO Unibank is regulated by the Banko Sentral ng Pilipinas. https://www.bsp.gov.ph For concerns, please visit any BDO branch near you or reach us through any of the channels listed in the Consumer Assistance page of our website: https://www.bdo.com.ph/consumer-assistance. Deposits are insured by PDIC up to P1 Million per depositor. The BDO, BDO Unibank and other BDO-related trademarks are owned by BDO Unibank, Inc. All Rights Reserved.
About the Role

 

The Quality Analyst will be responsible for monitoring call, email and social media interactions made by Customer Service Officers and performs the role of key implementers of all quality initiatives of the Customer Contact Center.

 

The responsibilities we will trust you with:

 

• Completes the required number of quality evaluations on a daily basis, monitoring adherence to standards, policies and procedures in the handling of customer inquiries, requests and problems across all bank's products and services.

 

• Leads and / or participates in center support activities (e.g. coaching sessions, calibration sessions, focus group discussions, etc.)

 

• Facilitates basic Quality Training and certification for new Customer Service Officers, Quality Assurance Officers and Supervisors as needed

 

• Participates in scoping sessions and conducts UAT for projects as needed

 

• Monitors team performance, adherence to SLAs and resolves minor operational concerns in the absence of the Team Leader

 

 

The qualifications you should have:

• Graduate of any four or five-year course / Bachelor's Degree Holder

• At least 2 years of call quality monitoring experience in a call center

 

You must be willing to work onsite in any of the following locations: SM North, Greenhills, Makati, Pasay

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration  of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability.                                                                                                                       Requisition ID: 2355

Key Skills
Quality MonitoringCustomer ServiceCoachingTrainingPerformance MonitoringQuality AssuranceProject ManagementCommunicationProblem SolvingTeam Leadership
Categories
Customer Service & SupportManagement & Leadership
Job Information
📋Core Responsibilities
The Quality Analyst is responsible for monitoring interactions made by Customer Service Officers and implementing quality initiatives. This includes completing quality evaluations, leading support activities, and facilitating training for new staff.
📋Job Type
full time
📊Experience Level
2-5
💼Company Size
19932
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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