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

<h2>Work Setup: Onsite</h2><h2>Location: Centris, QC</h2><h2>Schedule: Shifting, UK time</h2><h2>START DATE: AUGUST 14, 2026</h2><h2>Qualifications:</h2><ul>
<li>At least 2 years in college (No back subjects)</li>
<li>Minimum of 2 years work experience in UK/US/AU banking COLLECTIONS operations and quality assurance in a call center or shared services environment</li>
<li>2 to 4 years of contact center experience in the banking industry</li>
<li>Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc</li>
<li>Excellent communication &amp; feedback/coaching skills</li>
</ul><h2>Responsibilities:</h2><ul>
<li>Audit the number of cases / calls as mandated by the client and track performance</li>
<li>Review calls/completed cases for adherence to internal/regulatory guidelines</li>
<li>Record feedback on Agents &amp; his/her areas of improvements</li>
<li>Bring in necessary changes to the process and constant updating of core process</li>
<li>Attend calibrations sessions both internal and with the clients</li>
<li>Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends</li>
<li>Identify and support other opportunities for quality improvement across the team</li>
<li>Develop materials and process documentation to support training as and when required</li>
<li>Documenting quality issues, performance measures and quality improvements for management reviews</li>
<li>Create quality score cards to track performance level</li>
<li>Sharing feedback and briefings to associates to improve their quality</li>
<li>Coordinating and facilitate calibrations</li>
<li>Able to identify the Root cause and share observations with Operations</li>
<li>Should have knowledge on 7 QC tools</li>
<li>Must have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management</li>
</ul>