Quality Analyst: Banking & Finance - CX Improvement

PM Consulting

Philippines

On-site

PHP 335,000 - 614,000

Full time

14 days+

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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.