CBS - CS QUALITY ASSURANCE OFFICER

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Customer Service Quality Assurance Officer monitors and evaluates customer service interactions to ensure compliance with Metrobank standards, policies, and regulatory 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, audit, or a related field, and strong communication, analytical, documentation, and presentation skills. Familiarity with quality-monitoring tools, banking products, and relevant regulations is advantageous. The successful candidate should be detail-oriented, objective, organized, and comfortable working with performance metrics and confidential customer information.

About the employer

Metropolitan Bank & Trust Company, commonly known as Metrobank, is one of the Philippines’ largest and most established universal banks. Founded in 1962, it serves individual customers, businesses, corporations, and institutional clients through a broad network of branches, digital channels, and subsidiaries. Its services include consumer banking, corporate and commercial banking, treasury, investment banking, wealth management, payments, and insurance-related solutions. Metrobank is known for its strong presence in the Philippine financial sector and its focus on responsible banking, customer service, digital transformation, and long-term client relationships. The bank employs professionals across branches, operations, technology, risk, finance, and customer experience functions. Its main offices are in Metro Manila, including Makati, while opportunities are also available in other locations across the country.