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

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Auditing, Performance Evaluation, Feedback Delivery, Coaching, Compliance Assurance, Data Analysis, Trend Identification, Reporting, Calibration Sessions, Six Sigma, Lean, Kaizen, Communication Skills, UK Financial Services

Industry

Staffing and Recruiting

Description

Start Date: 30-Mar 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: Minimum of 2 years' work experience in US/UK banking operations and quality assurance in a call center or shared services environment 2 to 4 Years of contact center experience in the banking industry 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. Priority: UK or US banking, with any experience under the LOAN ORIGINATION PROCESS, especially under MOTOR FINANCING 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. #TASQCorp

Responsibilities

The role involves monitoring and evaluating agent performance by auditing live or recorded interactions to ensure adherence to quality standards, tone, and accuracy. Key duties also include delivering actionable feedback and coaching to agents, analyzing performance data to identify trends, and participating in calibration sessions with stakeholders.