Collections QA Analyst: Quality Coach & Process Optimizer

Wipro; Quezon City; Sur place; PHP 420 000 - 660 000; Plein temps

Résumé du poste

Wipro Limited in Quezon City is seeking a Quality Assurance Analyst (Collections) to audit and improve call quality and compliance. The role focuses on reviewing cases, coaching agents, and tracking performance against client guidelines.

Candidates should have 1–3 years in banking contact centers, familiarity with Six Sigma, Lean, Kaizen, and strong Excel skills. Willingness to work in shifts and communicate effectively with UK banking stakeholders.

Qualifications

• College graduate.
• 2–4 years of banking contact center experience.
• Basic understanding of quality methodologies (Six Sigma, Lean, Kaizen).
• Proficient in MS Office (PowerPoint, Excel).
• Willingness to work in shifts.
• Experience with UK Banking collections is a plus.
• Excellent oral and written communication and listening skills.

Responsabilités

• Audit cases/calls as per client mandate and track performance.
• Review calls/cases for adherence to guidelines.
• Provide feedback to agents and identify improvement areas.
• Update processes and core documentation.
• Prepare quality scorecards and reports on trends.
• Calibrate with internal teams and clients.

Connaissances

Banking contact center

Quality methodologies

Communication skills

MS Office

Shift work

Oral & written communication

UK Banking exposure

Formation

College degree

Outils

MS Office

Description du poste

Wipro Limited in Quezon City is seeking a Quality Assurance Analyst (Collections) to audit and improve call quality and compliance. The role focuses on reviewing cases, coaching agents, and tracking performance against client guidelines.

Candidates should have 1–3 years in banking contact centers, familiarity with Six Sigma, Lean, Kaizen, and strong Excel skills. Willingness to work in shifts and communicate effectively with UK banking stakeholders.