BPO Quality Analyst - UK Financial Collections (Quezon City) | Onsite

TASQ Staffing Solutions View all jobs

Quezon City, Metro Manila
Permanent
Full-time

3 days ago
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Work Arrangement: 100% Onsite (Quezon City)Nature of the Account: UK Financial Customer ServiceShift Schedule | Rest days: Shifting schedules, UK timeNon-negotiable Requirements:

Graduate of a Bachelor's Degree
Minimum of 2 years of work experience in US/UK banking operations and quality assurance in a call center or shared services environment
UK collections experience is a non-negotiable requirement
At least 2 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

Responsibilities:

Monitoring and Evaluation: Auditing live or recorded interactions to measure agent performance based on tone, empathy, accuracy, and adherence to scripts or guidelines.
Providing Feedback: Delivering actionable feedback to agents and coaching them to improve their performance.
Ensuring Compliance:
Reporting and Analysis: Analyzing data to identify trends in errors, troubleshooting low-performing teams, and generating reports for management.
Calibration Sessions: Participating in meetings to ensure all stakeholders are aligned on quality standards.

TASQ Staffing Solutions