Banking QA Analyst: Quality & Process Improvement

Wipro Ltd.; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Wipro Ltd. in Quezon City, Philippines, is seeking a Quality Assurance Analyst to conduct audits and ensure quality compliance for the account. The role requires reviewing calls and cases, recording feedback, and driving process improvements to meet regulatory guidelines.

The candidate should have 2–4 years banking contact center experience, strong communication, and proficiency in MS Office tools. Willingness to work in shifts and exposure to UK Banking are preferred.

Qualifications

• College graduate
• 2 to 4 Years of banking contact center experience
• Basic understanding of quality methodologies like Six Sigma, Lean, kaizen etc.
• Excellent communication & feedback/ coaching skills
• Proficient at MS Office applications like PowerPoint, Excel etc.
• Willingness to work in shifts
• Excellent oral and written communication and listening skills
• Exposure to UK Banking / other vertical Collections

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 updation 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

Skills

Quality assurance skills

Excellent communication

Shift willingness

Promote feedback/ coaching

MS Office proficiency

Education

College graduate

Banking contact center experience (2–4 years)

Tools

PowerPoint

Excel

Job description

Wipro Ltd. in Quezon City, Philippines, is seeking a Quality Assurance Analyst to conduct audits and ensure quality compliance for the account. The role requires reviewing calls and cases, recording feedback, and driving process improvements to meet regulatory guidelines.

The candidate should have 2–4 years banking contact center experience, strong communication, and proficiency in MS Office tools. Willingness to work in shifts and exposure to UK Banking are preferred.