Quality Analyst - UK Financial Customer Service (Quezon City) | Onsite

Start Date: 30-Mar

Type of Support: Voice

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Customer Service

Shift Schedule | Restdays: Shifting schedules, UK time

Educational Requirement:

• Graduate of Bachelor's Degree

Work Experience:

• Minimum of 2 years' work experience in US/UK banking operations and quality assurance in a call center or shared services environment
• 2 to 4 Years of contact center experience in the banking industry
• Financial account experience must be in mortgage, car/motor financing, collections, fraud, underwriting, payouts, or any similar facet. Insurance or payroll will not be considered.
• Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING
• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc
• Excellent communication & feedback/coaching skills

Key Roles and Responsibilities:

• Monitoring and Evaluation: Auditing live or recorded interactions to measure agent performance based on tone, empathy, accuracy, and adherence to scripts or guidelines.
• Providing Feedback: Delivering actionable feedback to agents and coaching them to improve their performance.
• Ensuring Compliance:
• Reporting and Analysis: Analyzing data to identify trends in errors, troubleshooting low-performing teams, and generating reports for management.
• Calibration Sessions: Participating in meetings to ensure all stakeholders are aligned on quality standards.

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