Overview
Quality Analyst ( US/UK Banking Experience ONLY ) Jobs in Quezon City, National Capital Region, Philippines at The HIRD- Philippines
Title: Quality Analyst ( US/UK Banking Experience ONLY )
Company: The HIRD- Philippines
Location: Quezon City, National Capital Region, Philippines
Quality Analyst – UK Financial Customer Service
Location: Eton Centris, Quezon City
Work Setup: 100% Onsite
Schedule: Shifting Schedule (UK Hours)
Employment Type: Full-Time
Start Date: ASAP
Compensation & Benefit
- sUp to PHP 48,000 Basic Salary (depending on experience
- )PHP 2,400 Allowanc
- ePHP 40,000 Joining Bonu
s
Job Summa
ryWe are seeking an experienced Quality Analyst to support our UK Financial Customer Service operations. The successful candidate will be responsible for monitoring customer interactions, conducting quality evaluations, providing coaching and feedback, and driving continuous improvement initiatives to enhance customer experience and operational performanc
e.
Key Responsibilit
- iesConduct quality audits and evaluations of customer interactions in accordance with established quality standar
- ds.Analyze performance trends and identify opportunities for process improveme
- nt.Deliver constructive feedback and coaching to agents and team leade
- rs.Ensure compliance with client, regulatory, and internal quality requiremen
- ts.Generate quality reports and present findings to stakeholde
- rs.Support continuous improvement initiatives utilizing quality methodologies such as Six Sigma, Lean, and Kaiz
- en.Collaborate with operations teams to improve service delivery and customer satisfacti
on.
Educa
- tionGraduate of any Bachelor's Degree prog
ram.
Exper
- ienceMinimum of 2 years of experience in Quality Assurance within a call center or shared services environment supporting US or UK banking operat
- ions.Overall 2–4 years of contact center experience in the banking indu
- stry.Must have experience handling financial accounts suc
- h as:Mor
- tgageCar/Motor Fina
- ncingCollec
- tions
- FraudUnderwr
- itingPa
- youtsOther related banking/loan processing func
tions
Preferred Expe
- rienceStrong preference for candidates with UK or US banking exper
- ience.Experience in the Loan Origination Process is highly pref
- erred.Candidates with Motor Financing background will be priori
tized.
Skills & Compe
- tenciesBasic understanding of quality methodologies such as Six Sigma, Lean, Kaizen, or similar fram
- eworks.Strong analytical and problem-solving
- skills.Excellent communication, coaching, and feedback delivery
- skills.Ability to identify performance gaps and recommend actionable improv
- ements.Strong stakeholder management and collaboration
skills.
