Quality Analyst – Banking Collections & Process Improvement

Gratitude Philippines; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

Gratitude Philippines in Manila is seeking a skilled Quality Analyst for UK Financial Collections to join our team. The ideal candidate will audit calls and cases, identify root causes, calibrate with agents, and provide actionable feedback to improve quality and compliance in banking collections.

You will collaborate with product, design, and business teams to understand requirements, document findings, and implement improvements while ensuring clear communication across stakeholders.

Qualifications

• Bachelor’s Degree or undergraduate
• Minimum of 2 years of work experience in UK/US/AU banking COLLECTIONS operations and quality assurance 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 etc.
• Excellent communication & feedback/coaching skills.
• Not a job hopper

Responsibilities

• Audit calls/cases, perform root cause analysis, conduct calibration, and provide feedback to agents.
• Role: Audit calls/cases, perform root cause analysis, conduct calibration, and provide feedback to agents.
• Collaborate with product, design, and business teams to understand requirements and deliver outcomes.
• Write clean, maintainable, and well-documented work following best practices.
• Troubleshoot issues, optimize performance, and improve overall quality.
• Track progress, communicate updates clearly, and contribute to continuous improvement.

Skills

Quality Assurance

UK/US/AU Collections

Call Center

Root Cause Analysis

Communication Skills

Coaching & Feedback

Attention to Detail

Problem Solving

Education

Bachelor’s Degree or Undergraduate

Job description

Gratitude Philippines in Manila is seeking a skilled Quality Analyst for UK Financial Collections to join our team. The ideal candidate will audit calls and cases, identify root causes, calibrate with agents, and provide actionable feedback to improve quality and compliance in banking collections.

You will collaborate with product, design, and business teams to understand requirements, document findings, and implement improvements while ensuring clear communication across stakeholders.