Quality Analyst - UK Financial Customer Service (Quezon City) | Onsite

• Graduate of Bachelor's Degree

Work Experience

• At least 2 years of QA work experience in UK banking operations in a call center or shared services environment
• Recent UK banking experience, with experience under the loan originating process, especially under motor financing is required
• Financial account experience must be in mortgage, car/motor financing, collections, fraud, underwriting, payouts, or any similar facet. Insurance or payroll will not be considered.
• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc
• Excellent communication & feedback/coaching skills

Key Roles and Responsibilities

• Monitoring and Evaluation: Auditing live or recorded interactions to measure agent performance based on tone, empathy, accuracy, and adherence to scripts or guidelines.
• Providing Feedback: Delivering actionable feedback to agents and coaching them to improve their performance.
• Ensuring Compliance:
• Reporting and Analysis: Analyzing data to identify trends in errors, troubleshooting low-performing teams, and generating reports for management.
• Calibration Sessions: Participating in meetings to ensure all stakeholders are aligned on quality standards.