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.
