QA Team Lead - Coaching, Metrics & Process Improvement

WNS Global Services, Inc.; Iloilo; On-site; PHP 500,000 - 800,000; Full time

Job summary

WNS Global Services, Inc. is seeking a Quality Assurance Lead to supervise and mentor Quality Analysts in a fast-paced BPO environment in Iloilo, Philippines.

You will drive quality monitoring, calibration with stakeholders, and data-driven reporting to improve customer experience and operational efficiency. The role requires 2–5 years in QA with prior supervisory experience, strong analytical skills, and proficiency in MS Office and QA tools.

Qualifications

• 2–5 years of experience in Quality Assurance, preferably in BPO/healthcare/shared services.
• Prior supervisory or team leadership experience.
• Strong analytical and problem-solving skills.
• Advanced knowledge of quality methodologies and performance management.
• Proficiency in Microsoft Office and reporting systems.

Responsibilities

• Lead, mentor and develop Quality Analysts; conduct meetings and reviews.
• Monitor productivity and quality targets; assist in hiring and onboarding.
• Review and validate analyst evaluations; calibration with stakeholders.
• Analyze metrics and present quality reports to management/clients.
• Identify process gaps and drive CAPA and quality improvements.
• Ensure adherence to policies, client requirements and audits.

Skills

Quality assurance

Team leadership

Analytical skills

Problem solving

MS Excel

Tools

Excel

PowerPoint

Word

Job description

WNS Global Services, Inc. is seeking a Quality Assurance Lead to supervise and mentor Quality Analysts in a fast-paced BPO environment in Iloilo, Philippines.

You will drive quality monitoring, calibration with stakeholders, and data-driven reporting to improve customer experience and operational efficiency. The role requires 2–5 years in QA with prior supervisory experience, strong analytical skills, and proficiency in MS Office and QA tools.