Job title: Quality Analyst

Account: UK Financial Customer Service

Work set up: 100% Onsite at Eton Centris, Quezon City

Work shift: Shifting schedules, UK time

Salary: Up to 48,075 basic + 2400 allowance depending on experience

*Joining Bonus of 40K

Start date: 27-Mar

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

• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc.

• Excellent communication & feedback/coaching Skills

• Good to have: Exposure to US or UK banking industry

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