Quality Analyst (BPO - Bank/ Insurance)
Full-time
Proselect Management Inc
Job Title: Quality Analyst – Banking Operations
Location: Onsite, Eton Centris, Quezon City
Schedule: Shifting (UK Time)
Education Requirement: Bachelor’s Degree
Job Summary:
We are looking for a detail-oriented Quality Analyst with experience in US/UK banking operations within a call center or shared services environment. The role is responsible for monitoring service quality, analyzing performance metrics, and providing actionable insights to drive operational efficiency and adherence to standards.
Key Responsibilities:
- Monitor and evaluate quality of customer interactions and processes
- Conduct audits and provide structured feedback and coaching to employees
Analyze operational and performance data to identify trends and improvement opportunities
- Support training and development initiatives based on quality assessment findings
- Collaborate with Operations, Training, and Workforce Management teams to ensure process compliance and efficiency
- Generate reports on quality metrics, performance, and workforce management
Qualifications:
- Minimum 2 years of experience in US/UK banking operations and quality assurance in a call center or shared services environment
- 2–4 years of contact center experience in the banking industry
- 2–4 years of overall professional experience
- Basic understanding of quality methodologies such as Six Sigma, Lean, or Kaizen
- Strong analytical skills with proficiency in MS Excel and number crunching
- Experience using Workforce Management tools for scheduling, performance tracking, and reporting
- Excellent communication, feedback, and coaching skills
Preferred Qualifications:
- Exposure to US or UK banking industry
Vacancy posted 1 day ago
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