Quality Analyst – Banking Ops (US/UK)

Proselect Management Inc; Quezon City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading staffing management company is seeking a detail-oriented Quality Analyst to enhance banking operations quality in Quezon City. The role entails monitoring customer interactions, conducting audits, and providing insights for operational efficiency. Ideal candidates will have a Bachelor's degree and 2+ years in US/UK banking operations. The position offers a dynamic working environment and a chance to contribute to service quality enhancements.

Qualifications

• Minimum 2 years of 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.
• Strong understanding of quality methodologies like Six Sigma, Lean, or Kaizen.

Responsibilities

• Monitor and evaluate quality of customer interactions and processes.
• Conduct audits and provide structured feedback and coaching to employees.
• Analyze operational and performance data to identify trends and improvement opportunities.

Skills

Analytical skills

Proficiency in MS Excel

Communication skills

Coaching skills

Education

Bachelor’s Degree

Tools

Workforce Management tools

Job description

A leading staffing management company is seeking a detail-oriented Quality Analyst to enhance banking operations quality in Quezon City. The role entails monitoring customer interactions, conducting audits, and providing insights for operational efficiency. Ideal candidates will have a Bachelor's degree and 2+ years in US/UK banking operations. The position offers a dynamic working environment and a chance to contribute to service quality enhancements.