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Quality Analyst - UK Financial Collections (Quezon City) | Onsite at Tasq Staffing Solutions, Inc.

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

11 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Banking Operations, Six Sigma, Lean, Kaizen, Communication, Feedback and Coaching, Auditing, Data Analysis, Compliance Monitoring, Calibration

Industry

Staffing and Recruiting

Description

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.

Responsibilities

The role involves auditing live and recorded interactions to measure agent performance and ensure compliance with guidelines. It also requires analyzing data to identify error trends and providing actionable coaching to improve team performance.