Banking Quality Assurance Analyst — UK Time Onsite

Tasq Work; Quezon City; On-site; PHP 420,000 - 550,000; Full time

Job summary

Tasq Work is seeking a quality assurance professional for an onsite role in Centris, QC, Philippines. The position requires auditing calls, providing feedback, and driving continuous QA improvements for UK- time operations in a banking environment.

You will review calls, document findings, calibrate with teams, and collaborate with supervisors to present performance trends. Strong Excel and QC tool knowledge are essential, with 2+ years in banking collections QA experience preferred.

Qualifications

• At least 2 years in college (No back subjects).
• Minimum 2 years work experience in UK/US/AU banking collections operations and QA in a call center or shared services environment.
• 2 to 4 years of contact center experience in the banking industry.
• Basic understanding 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

Communication skills

Feedback & coaching

Analytical skills

Education

2 years college (no back subjects)

Tools

Excel

Quality analysis tools

Job description

Tasq Work is seeking a quality assurance professional for an onsite role in Centris, QC, Philippines. The position requires auditing calls, providing feedback, and driving continuous QA improvements for UK- time operations in a banking environment.

You will review calls, document findings, calibrate with teams, and collaborate with supervisors to present performance trends. Strong Excel and QC tool knowledge are essential, with 2+ years in banking collections QA experience preferred.