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

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:

• Mnimum of 2 years work experience in UK/US/AU banking operations and quality assurance in a call center or shared services environment
• At least 2 years of contact center experince 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 guidel...