Quality Analyst – UK Financial Customer Service

Location: Eton Centris, Quezon City (100% Onsite)
Shift: Shifting (UK Time)
Start Date: ASAP

About the Role

We are looking for a Quality Analyst with experience in UK or US banking to monitor customer service quality, ensure compliance, and drive continuous improvement through coaching and performance analysis.

Key Responsibilities

• Audit customer calls and cases to ensure quality and compliance.

• Provide coaching and structured feedback to improve agent performance.

• Monitor quality metrics and prepare reports and scorecards.

• Conduct calibration sessions with internal teams and clients.

• Identify quality gaps, recommend process improvements, and support continuous improvement initiatives.

Qualifications

• Bachelor's degree.

• 2–4 years of contact center experience in the banking industry, including at least 2 years in Quality Assurance.

• Experience in mortgage, motor/car financing, loan origination, collections, fraud, underwriting, payouts, or similar banking functions.

• UK or US banking experience is highly preferred, especially in Loan Origination/Motor Financing.

• Basic knowledge of Six Sigma, Lean, or Kaizen.

• Excellent communication, coaching, and analytical skills.

• Stable employment history (not a job hopper).

Recruitment Process

• Initial HR Interview

• SVAR Assessment

• Final Interview (MS Teams)

Industry: Banking & Financial Services (BPO/Shared Services)

Job Function: Quality Assurance | Customer Service | Banking Operations