BPO - Quality Analyst (must have US/UK Financial Collections exp)
Tasq Staffing Solutions, Inc. Quezon City, Metro Manila, Philippines
Staffing and Recruiting · 11-50 employees
About the role
The Quality Analyst will audit calls and cases to ensure adherence to regulatory guidelines while tracking performance metrics. They are responsible for providing feedback to associates, facilitating calibration sessions, and identifying root causes for performance improvements.
What they look for
Requirements
Candidates must have at least 2 years of experience in UK/US/AU banking collections and quality assurance within a contact center. A minimum of 2 years of college education is required, along with proficiency in quality methodologies and Excel.
Full 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 measures and quality improvements for management reviews
- Create quality score cards to track performance level
- Sharing feedback and briefings to associates to improve their quality
- Coordinating and facilitate calibrations
- Able to identify the Root cause and share observations with Operations
- Should have knowledge on 7 QC tools
- Must have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management
