Quality Analyst (Banking, Finance - BPO)

PM Consulting; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

PM Consulting is seeking a detail-oriented Quality Analyst to support quality monitoring and process improvements within banking operations. You will ensure compliance with quality standards, evaluate customer interactions, and provide actionable feedback to enhance service performance and customer experience.

The role requires a Bachelor's Degree and 2+ years in US/UK banking QA, plus 2–4 years in banking contact centers.

Qualifications

• Bachelor’s Degree required.
• Minimum of 2 years in US/UK banking operations QA in a call center or shared services environment.
• 2–4 years of contact center experience in banking industry.
• Basic understanding of quality methodologies (Six Sigma, Lean, Kaizen, etc.).
• Excellent communication, feedback, and coaching skills.

Responsibilities

• Monitor and evaluate customer interactions based on quality standards and guidelines.
• Provide coaching and feedback to agents to improve performance.
• Analyze quality trends and identify performance gaps.
• Support process improvement initiatives to enhance efficiency and customer satisfaction.
• Prepare and present quality reports to Operations and Leadership.
• Participate in calibration sessions to ensure scoring consistency.

Skills

Communication

Coaching

Quality monitoring

Process improvement

Education

Bachelor's Degree

Job description

Quality Analyst (Banking, Finance - BPO)

About the job Quality Analyst (Banking, Finance - BPO)

Quality Analyst

Job Summary: We are looking for a detail-oriented Quality Analyst to support quality monitoring and process improvement initiatives within banking operations. The Quality Analyst will ensure compliance with quality standards, evaluate customer interactions, and provide actionable feedback to improve service performance and customer experience.

Key Responsibilities:

• Monitor and evaluate customer interactions based on quality standards and business guidelines
• Provide coaching and feedback to agents to improve performance and service delivery
• Analyze quality trends and identify performance gaps
  
• Support process improvement initiatives to enhance service efficiency and customer satisfaction
• Prepare and present quality reports to Operations and Leadership teams
• Participate in calibration sessions to ensure scoring consistency
  Assist in developing quality standards, scorecards, and training recommendations

Qualifications:

• Bachelor’s Degree graduate
• Minimum of 2 years work experience in US/UK banking 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 such as Six Sigma, Lean, Kaizen, or similar frameworks.
• Excellent communication, feedback, and coaching skills