Quality Analyst – UK Financial Collections
As a Quality Analyst, you will ensure service excellence and compliance across our UK financial collections operations. You will evaluate customer interactions, deliver actionable feedback and coaching to operations teams, and leverage quality methodologies to drive continuous process improvement and maintain key performance standards.
Salary Package: Competitive base salary + monthly allowance
Work Setup:
- Onsite at Eton Centris, Quezon City
(Shifting schedules, UK time)
Responsibilities
- Conduct regular quality evaluations of customer interactions to ensure adherence to compliance standards, operational guidelines, and quality benchmarks.
- Provide constructive feedback, coaching, and data-driven insights to agents and operational leaders to improve performance and collection efficiency.
- Analyze quality trends, identify process gaps, and support continuous improvement initiatives using basic quality methodologies.
Qualifications
- Open to College Undergraduates and Bachelor's Degree Graduates.
- Minimum of 2 years of work experience in UK, US, or AU banking collections operations and quality assurance within a call center or shared services environment.
- 2 to 4 years of overall contact center experience in the banking industry.
- Basic understanding of quality improvement methodologies (e.g., Six Sigma, Lean, Kaizen).
- Excellent verbal/written communication and strong coaching and feedback skills.
