QA Analyst, UK Financial Collections Excellence

Tasq Staffing Solutions; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Tasq Staffing Solutions in the Philippines is seeking a Quality Assurance Analyst to support UK Financial Collections at Centris, QC. This onsite role operates on UK time and requires auditing calls, reviewing cases, and providing feedback to agents.

You will collaborate with supervisors, document quality issues, and contribute to process improvements using basic quality tools. Strong communication and Excel skills are essential.

Qualifications

• Minimum two years of college
• 2+ years in UK/US/AU banking collections and QA in a call center or shared services environment
• 2–4 years of contact center experience in the banking industry
• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen
• Excellent communication & 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

UK/US/AU banking collections

Quality methodologies

Communication skills

Excel proficiency

Education

Two years of college

Tools

Excel

Job description

Tasq Staffing Solutions in the Philippines is seeking a Quality Assurance Analyst to support UK Financial Collections at Centris, QC. This onsite role operates on UK time and requires auditing calls, reviewing cases, and providing feedback to agents.

You will collaborate with supervisors, document quality issues, and contribute to process improvements using basic quality tools. Strong communication and Excel skills are essential.