Quality Analyst - UK Financial CS | Onsite Quezon City
Gratitude IncQuality Analyst - UK Financial CS | Onsite Quezon City
Job Description
Key Skills
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Job title: Quality Analyst - UK Financial CS
Account: UK Financial Customer Service
Work set up: 100% Onsite at Eton Centris, Quezon City
Work shift: Shifting schedules, UK time
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
Customer Success Specialist
Timings
UK Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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