Job Description

We are hiring a detail-focused Quality Analyst – UK Financial Customer Service to support our banking operations team. The successful candidate will be responsible for ensuring excellent customer interactions, regulatory compliance, and service quality through audits, coaching, reporting, and continuous improvement initiatives.

This opportunity is ideal for professionals with experience in UK/US Banking, Loan Origination, Motor Financing, Mortgage, Collections, Fraud, Underwriting, or Financial Services Quality Assurance.

Key Responsibilities

• Conduct quality audits on customer calls and cases based on client standards and business requirements.
• Review customer interactions for compliance with internal policies and financial regulatory guidelines.
• Evaluate agent performance and maintain accurate quality scorecards.
• Provide structured coaching feedback to improve agent performance and customer experience.
• Identify quality gaps, perform root cause analysis, and recommend improvement actions.
• Track and analyze performance trends, quality metrics, and operational results.
• Participate in internal and client calibration sessions to ensure evaluation consistency.
• Create and maintain quality reports, documentation, and improvement plans.
• Develop quality reference materials, process guides, and training support documents.
• Collaborate with Operations and Training teams to drive service excellence.
• Support continuous improvement initiatives across the account.

Qualifications & Requirements

• Bachelor’s Degree required.
• Minimum 2 years of experience in Banking Operations and Quality Assurance within a BPO, call center, or shared services environment.
• 2–4 years of contact center experience in the banking industry.
• Must have financial services experience in at least one of the following:
  • Mortgage
  • Car/Motor Financing
  • Loan Origination Process
  • Collections
  • Fraud Operations
  • Underwriting
  • Financial Payouts
• Candidates with UK or US Banking experience are highly preferred.
• Experience supporting Loan Origination Process, especially Motor Financing, is a strong advantage.
• Basic knowledge of quality methodologies such as:
  • Six Sigma
  • Lean
  • Kaizen
• Strong experience in:
  • Call monitoring
  • Case audits
  • Quality scorecards
  • Coaching and feedback sessions
  • Root cause analysis
• Excellent communication skills (written and verbal).
• Strong analytical, reporting, and problem-solving abilities.
• Ability to work onsite and adapt to shifting schedules.
• Stable employment history preferred.

Ideal Candidate Profile

Banking Quality Analyst
Financial Services QA Specialist
Customer Experience Analyst
Loan/Mortgage Operations QA
Collections Quality Analyst