Quality Analyst: Banking & Finance - CX Improvement

PM Consulting; Philippines; Sur place; PHP 335 000 - 614 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Communication

Coaching

Quality monitoring

Process improvement

Formation

Bachelor's Degree

Description du poste

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.