About The Role

Schedule: Shifting, UK time

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

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