Quality Analyst

Gratitude Inc

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1 month ago

Quality Analyst

2-4 Year(s)

35 - 45 Thousand p.m

Manila (Cubao Quezon City, Fairview Quezon City, Bridgetown quezon City)

Job Description

Key Skills

good communication skills coaching skills US Banking Good Communication skills and ability to communicate/manage clients in English language and French UK Banking Industry

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Job title: Quality Analyst

Account: UK Financial Customer Service

Work set up: 100% Onsite at Eton Centris, Quezon City

Work shift: Shifting schedules, UK time

Salary: Up to 48,075 basic + 2400 allowance depending on experience

*Joining Bonus of 40K

Start date: 27-Mar

Qualifications:

• Bachelor's Degree

• Minimum of 2 years' work experience in US/UK banking operations and quality assurance in a call center or shared services environment

• 2-4 Years of contact center experience in the banking industry

• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc.

• Excellent communication & feedback/coaching Skills

• Good to have: Exposure to US or UK banking industry

Key Responsibilities:

• Audit calls/cases as mandated by the client and track performance metrics

• Review cases for adherence to internal and regulatory guidelines

• Provide structured feedback and identify areas for improvement

• Create and maintain quality scorecards and reports

• Conduct and participate in internal and client calibration sessions

• Identify root causes of quality gaps and recommend process improvements

• Support supervisors with performance trends and reporting

• Document quality issues and improvement initiatives for management review

• Develop quality documentation and training support materials

• Drive continuous improvement across the team

Role

Retail Management

Timings

UK Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Retail / Consumer / Commercial

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