Banking Quality Analyst - Collections & Process Improvement

TASQ Staffing Solutions; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

TASQ Staffing Solutions is seeking a Quality Assurance Analyst for onsite operations in Centris, QC. The role requires 2+ years in UK/US banking collections QA within call centers or shared services, plus 2–4 years in banking contact centers. Strong Excel and quality-methodology knowledge are essential.

Responsibilities include auditing cases, reviewing calls, and delivering regular performance reports. Initiatives cover process improvements, calibrations, and documentation to support training

Qualifications

• 2+ years of college completed
• 2+ years in UK/US/AU banking collections QA in a call center/shared services environment
• 2–4 years of contact center experience in banking
• Understanding of quality methodologies (Six Sigma, Lean, Kaizen)
• Excellent communication and 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 and areas of improvement
• Bring in changes to the process and update core processes
• Attend calibrations sessions with internal teams and clients
• Collaborate with supervisors to share quality performance issues and provide regular reports on performance and trends
• Identify opportunities for quality improvement across the team
• Develop materials and process documentation to support training as required
• Document quality issues, performance measures and improvements for management reviews
• Create quality score cards to track performance levels
• Share feedback and briefings to associates to improve quality
• Coordinate and facilitate calibrations
• Identify root causes and share observations with Operations
• Should have knowledge on 7 QC tools
• Must have knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management

Skills

Communication Skills

Feedback & Coaching

Quality Auditing

Process Improvement

Excel Proficiency

Education

2 years of college

Tools

Six Sigma

Kaizen

Excel

Root cause analysis

BQM

Job description

TASQ Staffing Solutions is seeking a Quality Assurance Analyst for onsite operations in Centris, QC. The role requires 2+ years in UK/US banking collections QA within call centers or shared services, plus 2–4 years in banking contact centers. Strong Excel and quality-methodology knowledge are essential.

Responsibilities include auditing cases, reviewing calls, and delivering regular performance reports. Initiatives cover process improvements, calibrations, and documentation to support training