Quality Analyst (BPO - Bank/ Insurance)

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

Job Title: Quality Analyst – Banking Operations

Location: Onsite, Eton Centris, Quezon City

Schedule: Shifting (UK Time)

Education Requirement: Bachelor’s Degree

Job Summary

We are looking for a detail-oriented Quality Analyst with experience in US/UK banking operations within a call center or shared services environment. The role is responsible for monitoring service quality, analyzing performance metrics, and providing actionable insights to drive operational efficiency and adherence to standards.

Key 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

• Support training and development initiatives based on quality assessment findings
• Collaborate with Operations, Training, and Workforce Management teams to ensure process compliance and efficiency
• Generate reports on quality metrics, performance, and workforce management

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
• 2–4 years of overall professional experience
• Basic understanding of quality methodologies such as Six Sigma, Lean, or Kaizen
• Strong analytical skills with proficiency in MS Excel and number crunching
• Experience using Workforce Management tools for scheduling, performance tracking, and reportingExcellent communication, feedback, and coaching skills

Preferred Qualifications

• Exposure to US or UK banking industry