Job Description

Work Arrangement: 100% Onsite (Quezon City)

Start Date: ASAP

Nature of the Account: UK Financial Collections

Shift Schedule | Rest days: Shifting schedules, UK time

Educational Requirement:

• Finished at least 2 years in college without back subject/s

Non-negotiable Requirements:

• With at least 3 consecutive years of recent tenure in a UK Financial account — any LOB, regardless of rank.

• Certifications: Diversity, equity, and inclusion certifications or cultural competency training is desirable 

Responsibilities:

• Coaching & Development: Deliver insightful and structured feedback through call monitoring, performance metrics, and quality audits to help team members grow.
• Training Delivery: Lead engaging new hire orientations and training sessions covering process knowledge, product expertise, and compliance essentials.
• Cultural Orientation: Welcome new hires by immersing them in our company policies, code of conduct, and key insights into US/customer behaviors.
• Performance Management: Track, analyze, and report on trainee and agent performance, proactively identifying opportunities for growth and improvement.
• Collaboration: Partner closely with Operations, Quality Assurance (QA), and stakeholders to ensure coaching strategies are aligned and effective.