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 GreaterCome find it at ResultsCX! UK or Interntional Banking Client Experience a MUST OR Healthcare Voice/Inbound call 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. We are looking for someone who has: Experience: 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 Frequent Employee events, games, parties, and all-around fun in the workplace Healthcare Benefits Opportunity to grow with ResultsCX if that s Your Greater About ResultsCX 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.