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

About this role

Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting, UK time
START DATE: AUGUST 14, 2026

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