Quality Analyst – UK Financial Customer Service

Gratitude Inc

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18 hours ago

Quality Analyst – UK Financial Customer Service

2-4 Year(s)

Manila - Eastwood quezon city, Quezon Calabarzon

Job Description

Key Skills

Quality assurance Six Sigma BPO Call center bachelors degree loans coaching skills UK Banking Industry

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JOB TITLE: Quality Analyst – UK Financial Customer Service

LOCATION: Onsite — Eton Centris, Quezon City
WORK SETUP: 100% Onsite
WORK SHIFT: Shifting schedules, UK time
START DATE: ASAP

Role Overview

This role audits calls and cases within a UK Financial Customer Service account, ensuring adherence to internal and regulatory guidelines, and drives continuous quality improvement through coaching, reporting, and calibration.

Key Responsibilities

Audit calls/cases as mandated by the client and track performance metrics
Review cases for adherence to internal and regulatory guidelines
Provide structured feedback and identify areas for improvement
Create and maintain quality scorecards and reports
Conduct and participate in internal and client calibration sessions
Identify root causes of quality gaps and recommend process improvements
Support supervisors with performance trends and reporting
Document quality issues and improvement initiatives for management review
Develop quality documentation and training support materials
Drive continuous improvement across the team

Qualifications (Non-Negotiable)

Bachelor's Degree
Minimum 2 years' experience in US/UK banking operations and quality assurance in a call center or shared services environment
2–4 years' contact center experience in the banking industry
Financial account experience must be in mortgage, car/motor financing, collections, fraud, underwriting, payouts, or similar (insurance or payroll not considered)
Priority given to candidates with UK or US banking experience under the Loan Origination Process, especially Motor Financing
Basic understanding of quality methodologies (Six Sigma, Lean, Kaizen, etc.)
Excellent communication and feedback/coaching skills
Stable work history (not a job hopper)

Recruitment Process

Initial Interview — HRI (Human Resource Interview) c/o Nicole, via SVAR
Final Interview — MS Teams

Pre-Screening Questions

How many years of relevant experience do you have with US/UK banking operations and training in a call center or shared services environment?
How many years of contact center experience do you have in the banking industry?
Do you have a basic understanding of quality methodologies like Six Sigma, Lean, Kaizen, etc.?
Rate your communication skills and feedback/coaching skills, from 1–10 (10 being highest).
Do you have exposure to the US or UK banking industry?
What is your last drawn salary?
What is your salary expectation?
Are you amenable to working onsite in QC with a shifting schedule?
When are you available to start once hired?

Skills tags to add:

BPO Call Center
Bachelor's Degree
UK Banking Industry
Six Sigma
Quality Assurance
Coaching & Feedback
Loan Origination Process
Motor Financing

Role

Analyst

Timings

UK Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

Banking / Financial Services

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