Quality Analyst - UK Financial CS
Gratitude IncQuality Analyst - UK Financial CS
Job Description
Key Skills
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Quality Analyst – UK Financial Customer Service
Location: Eton Centris, Quezon City (100% Onsite)
Shift: Shifting (UK Time)
Start Date: ASAP
About the Role
We are looking for a Quality Analyst with experience in UK or US banking to monitor customer service quality, ensure compliance, and drive continuous improvement through coaching and performance analysis.
Key Responsibilities
Audit customer calls and cases to ensure quality and compliance.
Provide coaching and structured feedback to improve agent performance.
Monitor quality metrics and prepare reports and scorecards.
Conduct calibration sessions with internal teams and clients.
Identify quality gaps, recommend process improvements, and support continuous improvement initiatives.
Qualifications
Bachelor's degree.
2–4 years of contact center experience in the banking industry, including at least 2 years in Quality Assurance.
Experience in mortgage, motor/car financing, loan origination, collections, fraud, underwriting, payouts, or similar banking functions.
UK or US banking experience is highly preferred, especially in Loan Origination/Motor Financing.
Basic knowledge of Six Sigma, Lean, or Kaizen.
Excellent communication, coaching, and analytical skills.
Stable employment history (not a job hopper).
Recruitment Process
Initial HR Interview
SVAR Assessment
Final Interview (MS Teams)
Industry: Banking & Financial Services (BPO/Shared Services)
Job Function: Quality Assurance | Customer Service | Banking Operations
Role
Analyst
Timings
UK Shift (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Functional Area
Banking / Financial Services
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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