Banking QA Analyst – Collections (UK Shifts, Onsite)

Tasq Work; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Tasq Work is seeking a Quality Assurance Analyst for onsite work in Centris, QC with UK time-shifted schedules. The role requires 2+ years in college with relevant banking collections QA experience in a call center or shared services environment.

Responsibilities include auditing calls, reviewing adherence to guidelines, delivering feedback, and driving process improvements. Strong Excel skills and knowledge of QA tools are essential.

Qualifications

• At least 2 years of college; no back subjects.
• 2–4 years of contact center banking experience (UK/US/AU).
• Experience in banking collections operations and QA in a call center or shared services environment.
• Knowledge of quality methodologies like Six Sigma, Lean, Kaizen etc.
• Excellent communication & feedback/coaching skills.

Responsibilities

• Audit the number of cases / calls as mandated by the client and track performance
• Review calls/completed cases for adherence to internal/regulatory guidelines
• Record feedback on Agents & his/her areas of improvements
• Bring in necessary changes to the process and constant updating of core process
• Attend calibrations sessions both internal and with the clients
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
• Identify and support other opportunities for quality improvement across the team
• Develop materials and process documentation to support training as and when required
• Documenting quality issues, performance measures and quality improvements for management reviews
• Create quality score cards to track performance level
• Sharing feedback and briefings to associates to improve their quality
• Coordinating and facilitate calibrations
• Able to identify the Root cause and share observations with Operations
• Should have knowledge on 7 QC tools
• Must have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management

Skills

Quality assurance

Call center

Communication skills

Coaching feedback

Six Sigma

Lean Kaizen

Education

Two years college

Tools

Excel

Job description

Tasq Work is seeking a Quality Assurance Analyst for onsite work in Centris, QC with UK time-shifted schedules. The role requires 2+ years in college with relevant banking collections QA experience in a call center or shared services environment.

Responsibilities include auditing calls, reviewing adherence to guidelines, delivering feedback, and driving process improvements. Strong Excel skills and knowledge of QA tools are essential.