UK Banking Quality Assurance Analyst

Private Advertiser; Philippines; On-site; PHP 446,000 - 725,000; Full time

Job summary

Private Advertiser in the Philippines seeks a Quality Assurance professional to evaluate recorded calls, customer interactions, and digital records for accuracy and compliance with UK banking regulations and data protection standards.

You will provide clear coaching feedback to agents and team leaders, drive calibration sessions to align scoring, and identify root causes to improve processes and performance.

Qualifications

• At least 1–2 years of quality assurance experience in banking, financial services, contact centers, or BPO environments.
• Working knowledge of UK banking regulations, AML requirements, and FCA compliance standards.
• Proficient in Microsoft Excel and PowerPoint, as well as quality monitoring, ticketing, or related management systems.
• Strong analytical and listening skills, with excellent communication and interpersonal abilities for coaching and collaboration.

Responsibilities

• Quality Audits & Compliance: Evaluate recorded calls, customer interactions, and digital records to ensure accuracy, quality standards, and compliance with UK financial regulations and data protection requirements.
• Performance Coaching: Provide clear, constructive feedback and improvement plans to agents and team leaders to address performance issues and enhance customer service quality.
• Calibration & Alignment: Facilitate regular calibration sessions with operations and training teams to maintain consistent and accurate quality scoring across evaluators.
• Process & Performance Improvement: Identify recurring issues through root cause analysis and prepare MI reports, dashboards, and performance insights for management and key stakeholders.

Skills

Analytical skills

Listening skills

Communication

Coaching

Tools

Microsoft Excel

Microsoft PowerPoint

Quality monitoring systems

Ticketing systems

Job description

Core Responsibilities

• Quality Audits & Compliance: Evaluate recorded calls, customer interactions, and digital records to ensure accuracy, quality standards, and compliance with UK financial regulations and data protection requirements.

• Performance Coaching: Provide clear, constructive feedback and improvement plans to agents and team leaders to address performance issues and enhance customer service quality.

• Calibration & Alignment: Facilitate regular calibration sessions with operations and training teams to maintain consistent and accurate quality scoring across evaluators.

• Process & Performance Improvement: Identify recurring issues through root cause analysis and prepare MI reports, dashboards, and performance insights for management and key stakeholders.

Key Requirements

• Experience: At least 1–2 years of quality assurance experience in banking, financial services, contact centers, or BPO environments.

• Regulatory Knowledge: Working knowledge of UK banking regulations, AML requirements, and FCA compliance standards.

• Technical Skills: Proficient in Microsoft Excel and PowerPoint, as well as quality monitoring, ticketing, or related management systems.

• Soft Skills: Strong analytical and listening skills, with excellent communication and interpersonal abilities for effective coaching and collaboration.