Quality Analyst – UK Financial Customer Service

JOB TITLE: Quality Analyst – UK Financial Customer Service

LOCATION: Onsite — Eton Centris, Quezon City
WORK SETUP: 100% Onsite
WORK SHIFT: Shifting schedules, UK time
START DATE: ASAP

Role Overview

This role audits calls and cases within a UK Financial Customer Service account, ensuring adherence to internal and regulatory guidelines, and drives continuous quality improvement through coaching, reporting, and calibration.

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
  

Qualifications (Non-Negotiable)

• Bachelor's Degree
  
• Minimum 2 years' experience in US/UK banking operations and quality assurance in a call center or shared services environment
  
• 2–4 years' contact center experience in the banking industry
  
• Financial account experience must be in mortgage, car/motor financing, collections, fraud, underwriting, payouts, or similar (insurance or payroll not considered)
  
• Priority given to candidates with UK or US banking experience under the Loan Origination Process, especially Motor Financing
  
• Basic understanding of quality methodologies (Six Sigma, Lean, Kaizen, etc.)
  
• Excellent communication and feedback/coaching skills
  
• Stable work history (not a job hopper)
  
  

Recruitment Process

1. Initial Interview — HRI (Human Resource Interview) c/o Nicole, via SVAR
   
2. Final Interview — MS Teams
   

Pre-Screening Questions

1. How many years of relevant experience do you have with US/UK banking operations and training in a call center or shared services environment?
   
2. How many years of contact center experience do you have in the banking industry?
   
3. Do you have a basic understanding of quality methodologies like Six Sigma, Lean, Kaizen, etc.?
   
4. Rate your communication skills and feedback/coaching skills, from 1–10 (10 being highest).
   
5. Do you have exposure to the US or UK banking industry?
   
6. What is your last drawn salary?
   
7. What is your salary expectation?
   
8. Are you amenable to working onsite in QC with a shifting schedule?
   
9. When are you available to start once hired?

Skills tags to add:

• BPO Call Center
  
• Bachelor's Degree
  
• UK Banking Industry
  
• Six Sigma
  
• Quality Assurance
  
• Coaching & Feedback
  
• Loan Origination Process
• Motor Financing