MIS and Quality Assurance Officer

The Role As a MIS and Quality Assurance Specialist for Telesales Department | Credit Card Business Division, you will be responsible for the generation, standardization, and safekeeping of all data extracts and reports (productivity, scorecards, and quality assurance), including analysis, resulting in increased productivity for the team. You will also manage the overall team quality, which includes system data, leads, agent scorecards, and applications, through data analysis, process enhancements, cancellations, and decline reason investigations. How you'll contribute Generate and analyze reports using MIS to measure and evaluate telesales campaigns for products, acquisition, portfolio action, and autodialer call quality and performance. Organize and coordinate with all Telesales officers, product partner units/departments via email, phone and meetings to ensure that timely reports and excellent call quality are properly observed translating to positive business results. Responsible for the team’s overall support including agent inventory, network/dialer/item requisition & troubleshooting, quality assurance, budget tracking & MIS. Implement company rules and regulations using manuals, handbooks and memos pertaining to compliance to the policies and procedures based on the bank's guidelines that will be used for agent evaluation and recommendation. What we’re looking for With Advance Excel Knowledge and can use Pivot tables and basic formulas (ex. IF, lookups, countifs and sumifs ) Familiarity with PowerBI dashboards is an advantage. Assertive Communication Skills Good analytical and decision-making skills Leadership and Channel Management Skills. About Security Bank Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance. Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list. At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.” Start your BetterBanking career with us today.