Quality Analyst - UK Financial CS

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

Salary: Up to 30% hike from last drawn salary + 2400 allowance depending on experience 

Start date: ASAP

Headcount: 2

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 experince 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

• Must not be a present or former employee of Wipro

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

Recruitment Process:

Initial Interview: HRI (Human Resource Interview) c/o Nicole

SVAR

Final Interview: MS Teams

Pre-screening Notes:

• How many years of relevant experience you have with US/UK banking operations and training in a call center or shared services environment?

• How many years of experience you have with contact center experience in the banking industry?

• Do you have basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc?

•. Rate your Communication Skills and feedback/coaching skills, from 1-10, 10 is the highest.

• Do you have exposure to US or UK banking Industry?

• How much is your last drawn salary?

• How much is your salary expectation?

• Are you amenable to work onsite in QC with a Shifting schedules?

• When are you available to start once hired?