Quality Analyst

Gratitude Inc

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2 months ago

Quality Analyst

2-5 Year(s)

40 - 45 Thousand p.m

Manila (Eastwood quezon city)

Job Description

Key Skills

Six Sigma BPO Call center Bachelor degree 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 48,000 basic
Start date: 30-Mar
Headcount: 1

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
• 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.
• Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING
• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc.
• Excellent communication & feedback/coaching Skills
• Not a job hopper

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

QA Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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