Quality Analyst – UK Financial Collections

Job Description

We are looking for an experienced Quality Analyst to join our UK Financial Collections account. The successful candidate will be responsible for monitoring calls and cases, evaluating agent performance, identifying process gaps, and ensuring compliance with quality standards and financial regulations.

Key Responsibilities

• Audit customer interactions, including calls and case handling, to ensure compliance with quality standards.

• Conduct root cause analysis to identify recurring issues and performance gaps.

• Perform quality calibrations with relevant stakeholders to maintain consistent evaluation standards.

• Provide constructive feedback and coaching to agents to improve performance.

• Monitor process adherence and compliance with applicable financial regulations and standards.

• Identify opportunities for process improvement and recommend corrective actions.

• Prepare and communicate quality findings and performance observations.

• Collaborate with operations teams to improve customer experience and operational efficiency.

Qualifications

• Bachelor's degree or undergraduate qualification.

• Minimum of 2 years of relevant experience in UK, US, or Australian banking collections operations and quality assurance within a call center or shared services environment.

• 2–4 years of contact center experience in the banking industry.

• Basic understanding of quality methodologies such as Six Sigma, Lean, and Kaizen.

• Excellent verbal and written communication skills.

• Strong analytical, negotiation, feedback, and coaching skills.

• Understanding of financial regulations and compliance standards.

• Candidates should demonstrate employment stability and a consistent work history.

Work Requirements

• Willing to work 100% onsite at Eton Centris, Quezon City.

• Willing to work on shifting schedules aligned with UK business hours.

• Available to start as soon as possible or within the agreed hiring timeline.

Recruitment Process

1. Initial Interview – HRI (Human Resource Interview) with Angela

2. SVAR

3. Final Interview – MS Teams