Quality Assurance Analyst - UK Financial Collections (Centris, QC)

Work Setup: Onsite

Location: Centris, QC

Schedule: Shifting, UK time

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