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BPO Quality Analyst - UK Financial Collections | Onsite in Quezon City

tasq-workQuezon City, Metro Manila, Philippines
On-site Full-time

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Experience Level

Experience

Qualifications

Essential Qualifications:Bachelor's Degree holder. At least 2 years of experience in US/UK banking operations and quality assurance within a call center or shared services environment. Mandatory experience in UK collections. A minimum of 2 years of contact center experience in the banking sector. Basic knowledge of quality methodologies such as Six Sigma, Lean, and Kaizen is essential. Outstanding communication skills along with effective feedback and coaching abilities.

About the job

Work Arrangement: This position is 100% Onsite in Quezon City.

Account Nature: Join our team providing UK Financial Customer Service.

Shift Schedule: Shifting schedules aligned with UK time, including designated rest days.

Essential Qualifications:

  • Bachelor's Degree holder.
  • At least 2 years of experience in US/UK banking operations and quality assurance within a call center or shared services environment.
  • Mandatory experience in UK collections.
  • A minimum of 2 years of contact center experience in the banking sector.
  • Basic knowledge of quality methodologies such as Six Sigma, Lean, and Kaizen is essential.
  • Outstanding communication skills along with effective feedback and coaching abilities.

Key Responsibilities:

  • Monitoring and Evaluation: Conducting audits of live or recorded interactions to assess agent performance, focusing on tone, empathy, accuracy, and adherence to established scripts or guidelines.
  • Providing Feedback: Delivering constructive feedback to agents and coaching them for performance enhancement.
  • Ensuring Compliance: Maintaining quality standards in line with regulations.
  • Reporting and Analysis: Analyzing data to identify error trends, addressing low performance, and preparing reports for management review.
  • Calibration Sessions: Engaging in meetings to ensure alignment among stakeholders regarding quality standards.

About tasq-work

At tasq-work, we are dedicated to providing exceptional outsourcing solutions, specializing in customer service for the UK's financial sector. Our team is committed to fostering a collaborative and dynamic work environment where professional growth is encouraged.

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