Quality Analyst

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs PH) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.

We are looking for a Quality Analyst that can deliver operational excellence and drive change.  The Quality Analyst role is responsible for assessing the quality of the performance of contact center and operations employees who deal with existing and potential customers. The Quality Analyst will monitor English and Native chats, email responses and accounts handled to assess communication technical accuracy, member service performance, and conformity to policies and procedures. The Quality Analyst will help develop, create, and implement quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall Customer experience.

Key Functional Responsibilities

• Performs monitoring and reviews chat responses and accounts handled and provides trend data, quality reports, and feedback to Operations.
• Participates in design of contact center and back-office operations monitoring formats and quality standards.
• Performing root cause analysis for the quality gaps, common errors identified and to provide solution recommendation.
• Maintaining regular working relations with Processing Unit contacts e.g. Leads, SMEs, etc. to perform in-depth root cause analysis.
• Preparing reports on the outcome of analysis and ensuring feedback loop with the specific Processing Unit to agree on the outcomes.
• Creating and Interpretation of quality dashboard for the Management Team
• Facilitating Quality Cadence and Governance Session
• Proposing potential improvements, preventive and mitigating measures.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Coordinates and facilitates calibration sessions to ensure alignment in expectations and discuss any identified opportunities to address customer needs and enhance customer experience.
• Open to a mid-shift work schedule.

Experience & Education Requirements

• A College graduate and 3+ years’ relevant experience in Quality Assurance in a Contact Center, Banking and Financial Services industry, ideally in a Shared Service environment.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Exceptional listening and analytical skills.
• Risk awareness and ability to interpret research results and which mitigation measures need to be designed and implemented following the research results.
• Independent, analytical thinker, natural curiosity and desire to improve. A growth mindset. ability to get people on board’ and to influence change.
• Proactive and a self-starter with a Can-Do and Positive mind-set. Overall, you have a healthy work ethic and a willingness to collaborate.
• Ability to display flexibility to teams and adapt plan, approach and behavior to the different needs, cultures, and situations.
• Strong resilience: ability to navigate through ambiguity and simplify complexity without losing essence.

• High fluency in English is a must.
• Ability to multitask and organize, prioritize, adapt to change and work in a fast-paced environment.

• Must be proficient with Microsoft Office Tools (Excel Macro, Sharepoint and PoweBI is an edge)