QA Analyst: Banking Call Center Quality Expert

Wipro

Philippines

On-site

PHP 420,000 - 600,000

Full time

2 days ago

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Job summary

Wipro Limited in Quezon City, Philippines is seeking a Quality Assurance Analyst to conduct audits ensuring quality compliance across banking contact center operations. The role focuses on reviewing calls and cases, capturing feedback, and driving process improvements.

You will collaborate with supervisors, prepare quality scorecards, and support training materials. Ideal candidates are college graduates with 2–4 years in banking contact centers, strong Excel skills, and familiarity with quality

Qualifications

Bachelor’s degree or college graduate in a relevant field.
2–4 years in banking contact center experience.
Strong understanding of quality methodologies (Six Sigma, Lean, Kaizen).
Excellent oral and written communication and listening skills.
Proficient in MS Office applications (PowerPoint, Excel).

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 areas for improvement.
Develop materials and process documentation to support training as needed.
Create quality scorecards to track performance levels.
Coordinate calibrations with clients and supervisors.