Qualifications:

• Bachelor's Degree

• Minimum of 2 years' work experience in US/UK banking operations and quality assurance in a call center or shared services environment.

• 2-4 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

• Not a job hopper

Key Responsibilities:

• Audit calls/cases as mandated by the client and track performance metrics

• Review cases for adherence to internal and regulatory guidelines

• Provide structured feedback and identify areas for improvement

• Create and maintain quality scorecards and reports

• Conduct and participate in internal and client calibration sessions

• Identify root causes of quality gaps and recommend process improvements

• Support supervisors with performance trends and reporting

• Document quality issues and improvement initiatives for management review

• Develop quality documentation and training support materials

• Drive continuous improvement across the team