CBS - CS QUALITY ASSURANCE OFFICER

Role summary

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The CBS - CS Quality Assurance Officer monitors and evaluates customer service interactions to ensure compliance with Metrobank standards, policies, and service-quality requirements. Responsibilities typically include reviewing calls or service cases, preparing quality reports, identifying recurring issues, providing feedback and coaching recommendations, and supporting process improvements. Candidates are generally expected to have a bachelor's degree, experience in customer service quality assurance, contact-center operations, banking, or process auditing, and strong communication and analytical skills. Attention to detail, sound judgment, report-writing ability, and familiarity with quality-monitoring tools are important. The successful candidate should be comfortable handling confidential information, meeting deadlines, working with different teams, and promoting consistent, customer-focused service.

About the employer

Metrobank, formally Metropolitan Bank & Trust Company, is one of the Philippines' largest universal banks. Founded in 1962, it serves individual customers, businesses, institutions, and government clients through a broad network of branches, ATMs, digital channels, and specialized financial services. Its businesses include consumer and commercial banking, corporate banking, treasury, investment banking, remittances, cards, loans, deposits, and wealth management. Headquartered in Makati, Metrobank is recognized as a major employer in the country's financial-services sector and offers roles across operations, technology, risk, sales, customer experience, and relationship management. The bank emphasizes customer service, responsible banking, professional development, operational control, and digital transformation. Employees typically work in structured, regulated environments where accuracy, confidentiality, collaboration, and compliance with Bangko Sentral ng Pilipinas requirements are essential.