Quality Analyst

We are looking for a detail-oriented and analytical Quality Analyst with strong experience in banking collections operations and quality assurance within a call center or shared services environment. The successful candidate will be responsible for monitoring customer interactions, evaluating compliance with quality standards and banking collections procedures, identifying performance gaps, and providing actionable feedback to improve overall customer experience and operational performance.

Key Responsibilities

• Conduct regular quality audits and evaluations of customer interactions, including voice and other supported communication channels.
• Monitor and assess collection calls to ensure adherence to established quality standards, policies, procedures, and compliance requirements.
• Evaluate agents' performance based on call quality, collection effectiveness, customer handling, communication skills, and process adherence.
• Identify recurring quality issues, performance trends, and process gaps that may impact customer experience or business results.
• Provide clear, timely, and constructive feedback to agents and operations teams.
• Participate in calibration sessions with Operations, Training, and other stakeholders to ensure consistency in quality scoring.
• Prepare and maintain quality reports, scorecards, audit results, and performance trend analysis.
• Recommend coaching and process improvement opportunities based on quality findings.
• Support root-cause analysis and corrective action initiatives for recurring quality and compliance issues.
• Ensure accurate and consistent application of quality standards across audited transactions.
• Stay updated on process changes, client requirements, and relevant banking collections policies and procedures.
• Perform other quality-related tasks and initiatives as assigned.

Qualifications

• Minimum of 2 years of work experience in UK, US, or AU banking collections operations and quality assurance within a call center or shared services environment.
• 2–4 years of contact center experience in the banking industry.
• Proven experience in quality monitoring, call auditing, and performance evaluation.
• Strong understanding of banking collections processes and customer interaction standards.
• Experience handling or auditing collections accounts for UK, US, or Australian markets is highly preferred.
• Strong analytical and problem-solving skills with keen attention to detail.
• Excellent verbal and written communication skills.
• Ability to identify performance trends and translate quality findings into actionable recommendations.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Comfortable working in a fast-paced, target-driven environment.
• Willing to work on shifting schedules, including night shifts, weekends, or holidays, depending on business requirements.

Preferred Skills

• Knowledge of collections compliance and regulatory requirements.
• Experience with quality management systems, QA scorecards, and call monitoring tools.
• Experience conducting calibration sessions and providing quality-related coaching.
• Strong reporting and data analysis skills.
• Ability to work independently while collaborating effectively with Operations, Training, and other support functions.