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

Tasq Staffing Solutions, Inc.


Date: 5 hours ago
City: Quezon City
Contract type: Full time

Start Date: ASAP

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:

  • At least 2 years of QA work experience in UK banking operations in a call center or shared services environment
  • Recent UK banking experience, with experience under the loan originating process, especially under motor financing is required
  • 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.
  • 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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