2mo ago

BPO - Quality Analyst (must have US/UK Financial Collections exp)

Philippines·Quezon CityFull-timemid

OtherQuality Analyst

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Overview

Work Setup: Onsite Location: Centris, QC Schedule: Shifting, UK time START DATE: AUGUST 14,

Technical Tools

OtherQuality Analyst

~1 min read

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

~1 min read

→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