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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

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 Auditing, Coaching, Feedback Delivery, Compliance Monitoring, Data Analysis, Calibration, Six Sigma, Lean, Kaizen, UK Banking Operations, Motor Financing, Customer Service

Industry

Staffing and Recruiting

Description

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.

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.