Quality Assurance Analyst - UK Financial Collections (Centris, QC)
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Tasq Staffing Solutions, Inc. Quality Assurance Analyst - UK Financial Collections (Centris, QC)
Description
Work Setup: Onsite
Location: Centris, QC
Schedule: UK TIME / PH MID-SHIFT
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
Skills
As published by workable · 12 questions
Basics
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter
Short answers (6)
- Please indicate the exact number of BPO experience you have in months (i.e. 36). If not applicable, indicate 1.
- What course/s did you take up in college and/or in TESDA? List down all that applies (i.e. BS Accountancy, Manufacturing). If you did not reach college or take a TESDA course, kindly indicate N/A. optional
- Which location are you residing in? (City of Residence)
- How much was your last monthly compensation package (in PESO)? (i.e. 16000) optional
- How much is your expected salary (in PESO)? (i.e. 18000) optional
- What time between Mondays to Fridays, 9am to 5pm, are you available for a phone call? optional
Pick from a list (6)
- How did you know about this position?
- How many months of BPO experience do you have?
- Based on your prior BPO experience, please select ALL lines of businesses that you've already supported below. For those without experience, please select N/A.
- What is your highest educational attainment?
- Which location do you prefer working in?
- When is the soonest you are available to start working? optional