Quality Analyst – UK Financial Customer Service

Quality Analyst – UK Financial Customer Service

Location: Quezon City, Philippines

Work Setup: 100% Onsite – Eton Centris, Quezon City

Schedule: Shifting schedule aligned with UK business hours

Employment Level: Mid-Level / Agent-Niche

Start Date: ASAP

Openings: 2

About the Role

We are looking for an experienced Quality Analyst – UK Financial Customer Service to join a financial services contact center operation in Quezon City.

This role is ideal for a Quality Analyst, Quality Assurance Analyst, Banking QA, Financial Services QA, or Contact Center Quality Analyst with hands-on experience in UK or US banking operations.

The successful candidate will be responsible for auditing customer interactions and cases, monitoring quality and compliance, identifying performance gaps, conducting calibrations, providing actionable feedback, and driving continuous improvement across the operation.

Priority Experience

Candidates with UK or US banking experience are strongly preferred, particularly those with experience in:

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• Loan origination
  
• Motor financing / auto finance
  
• Mortgage
  
• Consumer lending
  
• Collections
  
• Fraud
  
• Underwriting
  
• Payouts
  
• Other financial-services operations involving customer accounts and regulated processes
  

Loan origination and motor financing experience is especially preferred.

Key Responsibilities

Quality Assurance & Auditing

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• Conduct quality audits of customer calls, cases, transactions, and/or interactions according to client requirements.
  
• Evaluate interactions against established quality standards, operational procedures, and regulatory requirements.
  
• Review customer cases for accuracy, compliance, process adherence, and appropriate resolution.
  
• Identify recurring quality issues, process gaps, and behavioral trends.
  
• Maintain accurate quality records, audit results, scorecards, and reports.
  

Feedback & Coaching

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• Provide clear, structured, and actionable feedback to agents and operations teams.
  
• Identify individual and team-level performance gaps.
  
• Partner with Team Leaders and Supervisors to address recurring quality concerns.
  
• Support coaching initiatives based on audit findings and performance trends.
  
• Develop quality-related documentation and training support materials when required.
  

Calibration & Stakeholder Management

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• Participate in internal and client-led calibration sessions.
  
• Ensure consistent interpretation and application of quality standards.
  
• Communicate quality trends and findings to Operations and management.
  
• Support client discussions involving quality performance, compliance, and process adherence.
  
• Prepare quality reports and presentations for management review.
  

Root Cause Analysis & Continuous Improvement

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• Conduct root-cause analysis of recurring quality and process issues.
  
• Recommend corrective and preventive actions.
  
• Identify opportunities to improve customer experience, process accuracy, compliance, and operational performance.
  
• Support continuous improvement initiatives across the account.
  
• Apply basic quality improvement concepts such as Six Sigma, Lean, Kaizen, and root-cause analysis.
  

Required Qualifications

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• Bachelor's degree in any relevant field.
  
• Minimum 2 years of experience in Quality Assurance/Quality Analysis within a contact center, BPO, or shared services environment.
  
• 2–4 years of contact center experience within the banking or financial services industry.
  
• Experience supporting US or UK banking operations is strongly preferred.
  
• Hands-on experience auditing calls, cases, transactions, or customer interactions.
  
• Strong understanding of quality assurance processes, scorecards, calibration, and performance reporting.
  
• Experience providing structured feedback and coaching based on quality findings.
  
• Basic understanding of Six Sigma, Lean, Kaizen, or other continuous improvement methodologies.
  
• Strong written and verbal communication skills.
  
• Strong analytical, problem-solving, and reporting skills.
  
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.
  
• Ability to work effectively with Operations, Training, Compliance, and client stakeholders.
  
• Willingness to work 100% onsite in Quezon City.
  
• Willingness to work shifting schedules aligned with UK business hours.
  

Preferred Banking & Financial Services Experience

Candidates with experience in any of the following areas are highly encouraged to apply:

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• UK banking
  
• US banking
  
• UK financial services
  
• US financial services
  
• Loan origination
  
• Motor financing / auto finance
  
• Car financing
  
• Mortgage operations
  
• Consumer lending
  
• Credit operations
  
• Collections
  
• Fraud operations
  
• Underwriting
  
• Loan payouts
  
• Financial customer service
  
• Banking contact centers
  
• Financial services BPO
  

Ideal Candidate Profile

The ideal candidate is a Quality Analyst or Quality Assurance professional with banking/financial services experience, rather than a general BPO QA.

You should be comfortable with:

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• Reviewing calls and customer cases
  
• Applying quality and compliance standards

• Using quality scorecards
  
• Conducting calibrations
  
• Identifying root causes
  
• Interpreting performance data
  
• Providing agent feedback and coaching
  
• Reporting quality trends to management
  
• Working with Operations and Training teams
  
• Supporting continuous improvement initiatives
  

Work Arrangement

100% Onsite – Eton Centris, Quezon City

Candidates must be amenable to:

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• Working onsite
  
• Shifting schedules
  
• UK business-hour alignment
  
• ASAP deployment
  

Important Hiring Requirements

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• Candidates should demonstrate stable employment history and relevant career progression.
  
• Candidates must have relevant banking/financial-services experience; general customer service or non-financial BPO QA experience alone will not be sufficient.
  
• Insurance or payroll experience alone will not qualify as the required financial-account experience.
  

Recruitment Process

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1. Initial HR Interview
   
2. SVAR Assessment
   
3. Final Interview – Microsoft Teams
   

Pre-Screening Questions

Please provide the following information when applying:

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1. How many years of experience do you have as a Quality Analyst / Quality Assurance Analyst in a BPO, contact center, or shared services environment?
   
2. How many years of banking or financial-services contact center experience do you have?
   
3. Do you have experience supporting UK or US banking operations? Please specify which.
   
4. Which financial-services processes have you worked with?
   Loan Origination / Motor Financing / Mortgage / Collections / Fraud / Underwriting / Payouts / Other
   
5. Do you have direct experience with loan origination or motor financing/auto finance? If yes, please describe briefly