Banking Quality Assurance Analyst & Process Improver

Wipro; Quezon City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Wipro Limited is seeking a Quality Assurance professional for its banking contact center operations in the Philippines. The role focuses on auditing cases/calls, ensuring adherence to guidelines, and delivering actionable feedback to agents.

Ideal candidates will have 2–4 years of banking contact center experience, knowledge of Six Sigma/Lean/Kaizen, strong MS Office skills, and a willingness to work in shifts.

Qualifications

• 2 to 4 years of banking contact center experience.
• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen.
• Excellent communication and feedback/coaching skills.
• Proficient at MS Office applications (PowerPoint, Excel).
• 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 and their 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

Banking contact center experience

Communication skills

Quality methodologies knowledge

Willingness to work in shifts

Listening skills

Education

College graduate

Tools

MS Office (PowerPoint, Excel)

Job description

Wipro Limited is seeking a Quality Assurance professional for its banking contact center operations in the Philippines. The role focuses on auditing cases/calls, ensuring adherence to guidelines, and delivering actionable feedback to agents.

Ideal candidates will have 2–4 years of banking contact center experience, knowledge of Six Sigma/Lean/Kaizen, strong MS Office skills, and a willingness to work in shifts.