Quality Analyst – UK Financial Customer Service

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

1. HRI (Human Resource Interview) – Nicole

2. SVAR

3. 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.