Quality Assurance Analyst - UK Financial Collections (Centris, QC)
MiddleOn-site (Quezon City)Salary undisclosed
Job Description
Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting, UK time
START DATE: AUGUST 14, 2026
Qualifications:
- At least 2 years in college (No back subjects)
- Minimum of 2 years work experience in UK/US/AU banking COLLECTIONS operations and quality assurance in a call center or shared services environment
- 2 to 4 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:
- Audit the number of cases / calls as mandated by the client and track performance
- Review calls/completed cases for adherence to internal/regulatory guidelines
- Record feedback on Agents & his/her areas of improvements
- Bring in necessary changes to the process and constant updating of core process
- Attend calibrations sessions both internal and with the clients
- Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
- Identify and support other opportunities for quality improvement across the team
- Develop materials and process documentation to support training as and when required
- Documenting quality issues, performance meas
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