Quality Analyst

Job Description

We are seeking an experienced and detail-oriented Call Center Quality Analyst to join our team and ensure excellence in back-office processes within the UK banking domain. The ideal candidate will have over 5 years of experience in a quality assurance role, with expertise in UK banking operations, compliance, and best practices. This position will play a critical role in monitoring, evaluating, and improving operational performance to maintain high standards of accuracy and compliance. What’s Your Greater? Come find it at ResultsCX! UK Or Interntional Banking Client Experience a MUST Rotational schedule - including overnights Onsite work In This Role You Will Quality Assurance & Monitoring: Conduct regular audits and quality checks on back-office processes, including account operations, payments processing, compliance, risk management, and reconciliation. Identify process gaps and areas for improvement, ensuring adherence to UK banking regulations and company policies. Compliance & Standards Ensure all back-office operations comply with UK banking regulations, risk management protocols, and industry best practices. Work closely with compliance teams to address regulatory requirements and mitigate risks. Performance Evaluation & Reporting Develop and implement quality metrics to assess operational efficiency and accuracy. Provide detailed reports and feedback to management on quality trends, errors, and corrective actions. Process Improvement & Training Support Collaborate with trainers and operations teams to enhance training programs based on quality findings. Recommend process improvements to optimize efficiency and reduce errors. Stakeholder Collaboration Work closely with subject matter experts, trainers, and management to align quality assurance initiatives with business objectives. Support onboarding and refresher training sessions by providing insights from quality assessments. Experience We are looking for someone who has: Minimum of 5+ years of experience in a quality assurance role within the UK banking domain. Experience in remediation, complaints processing, and risk assessment will be an added advantage. Strong understanding of back-office operations, including payments, settlements, regulatory compliance, and risk management. Education Bachelor’s degree (10 + 2 + 3 years) in Business, Finance, or a related field (preferred). Certifications in quality assurance, banking operations, or compliance are an advantage. Skills Excellent analytical and problem-solving skills. Strong attention to detail and ability to identify process inefficiencies. Proficiency in MS Office (Word, Excel, PowerPoint) and quality monitoring tools. Effective communication and reporting skills. Knowledge of UK banking regulations and compliance standards. Why join our ResultsCX team? Competitive salary package Transport facility for night shifts Comprehensive training and development opportunities Health insurance and other employee benefits Collaborative and supportive work environment About ResultsCX ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients. ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.