Quality Analyst - UK Financial Collections Account

Gratitude Philippines; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

Gratitude Philippines in Manila is seeking a skilled Quality Analyst for UK Financial Collections to join our team. The ideal candidate will audit calls and cases, identify root causes, calibrate with agents, and provide actionable feedback to improve quality and compliance in banking collections.

You will collaborate with product, design, and business teams to understand requirements, document findings, and implement improvements while ensuring clear communication across stakeholders.

Qualifications

• Bachelor’s Degree or undergraduate
• Minimum of 2 years of work experience in UK/US/AU banking COLLECTIONS operations and quality assurance in a call center or shared services environment
• 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.
• Not a job hopper

Responsibilities

• Audit calls/cases, perform root cause analysis, conduct calibration, and provide feedback to agents.
• Role: Audit calls/cases, perform root cause analysis, conduct calibration, and provide feedback to agents.
• Collaborate with product, design, and business teams to understand requirements and deliver outcomes.
• Write clean, maintainable, and well-documented work following best practices.
• Troubleshoot issues, optimize performance, and improve overall quality.
• Track progress, communicate updates clearly, and contribute to continuous improvement.

Skills

Quality Assurance

UK/US/AU Collections

Call Center

Root Cause Analysis

Communication Skills

Coaching & Feedback

Attention to Detail

Problem Solving

Education

Bachelor’s Degree or Undergraduate

Job description

About the Role

We are looking for a skilled and motivated Quality Analyst - UK Financial Collections Account: UK Financial Collections to join our team. The ideal candidate will help deliver high-quality solutions while working closely with cross-functional stakeholders. This role requires ownership, attention to detail, clear communication, and a practical approach to solving real business problems.

Responsibilities

• Develop, test, and maintain reliable, scalable, and user-focused solutions.
• Collaborate with product, design, and business teams to understand requirements and deliver outcomes.
• Write clean, maintainable, and well-documented work following best practices.
• Troubleshoot issues, optimize performance, and improve overall quality.
• Track progress, communicate updates clearly, and contribute to continuous improvement.

Qualifications:

• Bachelor’s Degree or undergraduate
• Minimum of 2 years of work experience in UK/US/AU banking COLLECTIONS operations and quality assurance in a call center or shared services environment
• 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.
• Not a job hopper

Key Responsibilities & Qualifications:

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

Skills

• Strong foundation in role-relevant tools, platforms, and best practices.
• Ability to plan, execute, measure, and improve work with attention to detail.
• Good communication, ownership, collaboration, and time-management skills.

Preferred Skills

• Experience with modern workflows, reporting, automation, and production-grade delivery.
• Familiarity with agile practices, documentation, and cross-functional collaboration.
• Ability to mentor teammates and contribute to process improvements.

Benefits

• Competitive compensation and growth opportunities.
• Collaborative work culture with learning and development support.
• Opportunity to work on meaningful products and business problems.

Work Environment

This role offers a professional, collaborative environment where team members are encouraged to take ownership, share ideas, and deliver high-quality work.

Equal Opportunity

We are an equal opportunity employer and welcome applicants from all backgrounds. All qualified candidates will receive consideration based on skills, experience, and role fit.