Quality Analyst - UK Financial Collections (Quezon City) | Onsite

Tasq Staffing Solutions, Inc.


Date: 2 weeks ago
City: Quezon City
Contract type: Full time

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Collections

Shift Schedule | Rest days: Shifting schedules, UK time

Educational Requirement: Graduate of Bachelor's Degree

Non-negotiable Requirements:

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

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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