Quality Analyst - UK Banking Collections (Onsite)

Gratitude Philippines; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Gratitude Philippines is hiring a Quality Analyst for our BPO partner in Quezon City, onsite at Eton Centris. The role centers on auditing calls, root-cause analysis, calibration, and providing feedback to agents, aligned with UK time shifts.

The ideal candidate has 2+ years in UK/US/AU banking collections and QA in a contact center, with exposure to Six Sigma/Lean; strong communication and negotiation skills are required. Start ASAP.

Qualifications

• Bachelor's Degree or undergraduate.
• Minimum of 2 years of work experience in UK/US/AU banking collections operations and QA in a call center or shared services.
• 2-4 years of contact center experience in the banking industry.
• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc.
• Excellent communication & feedback/coaching skills.

Responsibilities

• Audit calls/cases, perform root cause analysis, calibrate, and provide feedback to agents.
• Skills: Strong analytical, communication (verbal/written), and negotiation.
• Process Knowledge: Understanding of financial regulations and compliance standards.

Skills

Analytical

Communication

Negotiation

Feedback

Education

Bachelor's degree or undergraduate

Job description

Gratitude Philippines is hiring a Quality Analyst for our BPO partner in Quezon City, onsite at Eton Centris. The role centers on auditing calls, root-cause analysis, calibration, and providing feedback to agents, aligned with UK time shifts.

The ideal candidate has 2+ years in UK/US/AU banking collections and QA in a contact center, with exposure to Six Sigma/Lean; strong communication and negotiation skills are required. Start ASAP.