Quality Analyst – UK Financial Customer Service

Gratitude Inc

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1 day ago

Quality Analyst – UK Financial Customer Service

2-4 Year(s)

Manila (Eastwood quezon city)

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Job Description

Key Skills

Six Sigma coaching skills mortgage experience Excellent communication skills - written and verbal

5 candidate(s) have already applied for this Job. Apply now

Quality Analyst – UK Financial Customer Service

Job Title: Quality Analyst – UK Financial CS
Account: UK Financial Customer Service
Location: Eton Centris, Quezon City
Work Setup: 100% Onsite
Work Shift: Shifting schedules aligned with UK time
Salary: Up to 30% hike on last drawn salary + PHP 2,400 allowance, depending on experience
Headcount: 2
Start Date: ASAP

Job Summary

We are looking for a Quality Analyst with strong experience in US/UK banking operations and contact center quality assurance. The ideal candidate should have hands-on experience in financial services, preferably loan origination and motor financing, along with strong auditing, coaching, reporting, and continuous improvement skills.

Key Responsibilities

Audit calls/cases and track quality and performance metrics.
Review cases for compliance with internal and regulatory guidelines.
Provide structured feedback and coaching to identify improvement areas.
Maintain quality scorecards, reports, and documentation.
Participate in internal and client calibration sessions.
Identify root causes of quality gaps and recommend process improvements.
Support supervisors with performance trends and reporting.
Develop quality documentation and training support materials.
Drive continuous quality and process improvement initiatives.

Qualifications

Bachelor's Degree.
2–4 years of contact center experience in the banking industry.
Minimum 2 years of experience in US/UK banking operations and quality assurance within a call center/shared services environment.
Experience in mortgage, car/motor financing, collections, fraud, underwriting, payouts, loan origination, or similar financial operations.
Priority: US/UK banking experience with Loan Origination, especially Motor Financing.
Basic knowledge of Six Sigma, Lean, Kaizen, or similar quality methodologies.
Excellent communication, feedback, and coaching skills.
Stable career history; candidates should not be frequent job hoppers.
Current or former Wipro employees are not eligible.

Recruitment Process

HRI (Human Resource Interview) – Nicole
SVAR
Final Interview – MS Teams

Candidate Pre-Screening Questionnaire

Please complete the questionnaire before proceeding with the application.

Questionnaire: https://myglit.com/lateral/cref/c222a5ec71

Note: Filling out this questionnaire is mandatory for the recruitment process. Candidates who do not complete the form may not be considered for the next stage.

Role

QA Analyst

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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