Quality Analyst – UK Financial Customer Service

Location: Eton Centris, Quezon City (100% Onsite)
Shift: Shifting (UK Time)
Start Date: ASAP

About the Role

We are looking for a Quality Analyst with experience in UK or US banking to monitor customer service quality, ensure compliance, and drive continuous improvement through coaching and performance analysis.

Key Responsibilities

Audit customer calls and cases to ensure quality and compliance.
Provide coaching and structured feedback to improve agent performance.
Monitor quality metrics and prepare reports and scorecards.
Conduct calibration sessions with internal teams and clients.
Identify quality gaps, recommend process improvements, and support continuous improvement initiatives.

Qualifications

Bachelor's degree.
2–4 years of contact center experience in the banking industry, including at least 2 years in Quality Assurance.
Experience in mortgage, motor/car financing, loan origination, collections, fraud, underwriting, payouts, or similar banking functions.
UK or US banking experience is highly preferred, especially in Loan Origination/Motor Financing.
Basic knowledge of Six Sigma, Lean, or Kaizen.
Excellent communication, coaching, and analytical skills.
Stable employment history (not a job hopper).

Recruitment Process

Initial HR Interview
SVAR Assessment
Final Interview (MS Teams)

Industry: Banking & Financial Services (BPO/Shared Services)

Job Function: Quality Assurance | Customer Service | Banking Operations

Role

Analyst

Timings

UK Shift (Permanent)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Functional Area

Banking / Financial Services

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