Location
Quezon City, Metro Manila, Philippines
Posted
July 07, 2026
Job Description
The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions within the UK Banking and Collections line of business. This role ensures compliance with client requirements, regulatory standards, and internal quality frameworks while driving continuous performance improvement through coaching, feedback, and data-driven insights.
Key Responsibilities
- Monitor and evaluate customer interactions (voice and non-voice) against established quality standards and scorecards.
- Conduct quality audits to assess compliance with client policies, UK regulatory requirements, and company procedures.
- Provide timely, constructive, and actionable feedback to Customer Service and Collections Advisors.
- Partner with Team Leaders and Operations Managers to identify performance gaps and recommend improvement plans.
- Analyze quality trends, customer experience metrics, and root causes to drive process enhanc...