UK Banking QA Auditor & Quality Coach

TASQ Staffing Solutions; Philippines; Presencial; PHP 279.000 - 502.000; Jornada completa

Descripción de la vacante

Tasq Staffing Solutions is seeking aQuality Assurance Analyst for UK Financial Collections, onsite in Centris, QC. The role operates on UK time and focuses on QA of calls and cases within a banking collections environment.

The analyst audits cases, reviews calls for compliance, and records feedback to drive process improvements. Strong Excel, attention to detail, and clear communication are essential for success.

Formación

• At least 2 years in college (No back subjects).
• Minimum of 2 years work experience in UK/US/AU banking COLLECTIONS operations and quality assurance in a call center or shared services environment
• 2 to 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

Responsabilidades

• Audit the number of cases / calls as mandated by the client and track performance
• Review calls/completed cases for adherence to internal/regulatory guidelines
• Record feedback on Agents & his/her areas of improvements
• Bring in necessary changes to the process and constant updating of core process
• Attend calibrations sessions both internal and with the clients
• Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
• Identify and support other opportunities for quality improvement across the team
• Develop materials and process documentation to support training as and when required
• Documenting quality issues, performance measures and quality improvements for management reviews
• Create quality score cards to track performance level
• Sharing feedback and briefings to associates to improve their quality
• Coordinating and facilitate calibrations
• Able to identify the Root cause and share observations with Operations
• Should have knowledge on 7 QC tools
• Must have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management

Conocimientos

Quality assurance

Excel

Communication

Calibrations

Educación

2 years college

Descripción del empleo

Tasq Staffing Solutions is seeking aQuality Assurance Analyst for UK Financial Collections, onsite in Centris, QC. The role operates on UK time and focuses on QA of calls and cases within a banking collections environment.

The analyst audits cases, reviews calls for compliance, and records feedback to drive process improvements. Strong Excel, attention to detail, and clear communication are essential for success.