Healthcare QA Lead — Night-Shift Process & Compliance

WNS Global Services, Inc.; Quezon City; On-site; PHP 670,000 - 893,000; Full time

Job summary

WNS Global Services, Inc. in Metro Manila is seeking a Quality Assurance professional with 3+ years of QA experience in a BPO/healthcare setting. The role focuses on daily quality checks, feedback delivery to agents, RCA analyses, and ensuring ISO-aligned QA processes.

The candidate will report to the QA leadership and participate in calibration exercises and client communications. The position requires night or shifting schedules and is onsite at Bridgetowne.

Qualifications

• Bachelor's degree holder.
• At least 3 years of QA experience in a BPO/Contact Center.
• Experience handling a Healthcare account in QA.
• Amenable to night shift or shifting schedule.
• Amenable to be onsite at Bridgetowne.
• Excellent communication skills – verbal and written.
• Coaching and feedback.
• Conflict management.
• Interpersonal skills and people skills.
• Eye for detail.
• Good command of MS Office.
• Good Excel knowledge.

Responsibilities

• Perform daily quality checks as per process requirements.
• Provide feedback on timely error identification to agents.
• Conduct RCA and error analysis for QA findings.
• Ensure QA processes adhere to ISO guidelines.
• Prepare team and client quality reports.
• Identify improvement areas and share with QA leadership.
• Coordinate with clients and operations on periodic calibration.
• Drive QA-related projects and training needs assessment.

Skills

Excellent communication

Coaching and feedback

Conflict management

Interpersonal skills

Eye for detail

MS Office

MS Excel

Education

Bachelor's degree

Tools

MS Office Suite

MS Excel

Job description

WNS Global Services, Inc. in Metro Manila is seeking a Quality Assurance professional with 3+ years of QA experience in a BPO/healthcare setting. The role focuses on daily quality checks, feedback delivery to agents, RCA analyses, and ensuring ISO-aligned QA processes.

The candidate will report to the QA leadership and participate in calibration exercises and client communications. The position requires night or shifting schedules and is onsite at Bridgetowne.