Quality Analyst

WNS Global Services, Inc.; Iloilo; On-site; PHP 279,000 - 446,000; Full time

Job summary

WNS, part of Capgemini, in Iloilo invites applicants for a Quality Assurance role within its BPO operations. The position focuses on monitoring calls, chats, and emails to ensure quality and compliance with client standards, and to support customer experiences.

You will prepare quality reports, scorecards, and dashboards, collaborate with Operations and other support teams, and identify performance gaps with opportunities for process improvements.

Qualifications

• At least 1 year of BPO quality assurance experience.
• Strong customer service and communication skills.
• Basic knowledge of QA concepts, NICE, sampling, feedback and RCA.
• Proficient in MS Office and basic reporting/analysis.

Responsibilities

• Monitor and evaluate calls, chats, and emails to ensure quality standards.
• Prepare and maintain quality reports, scorecards, and dashboards.
• Collaborate with Operations and support teams to address quality concerns.
• Ensure adherence to company policies and compliance standards.
• Identify performance gaps and opportunities for process improvements.

Skills

Customer service & communications

MS Office

QA concepts basics

NICE (QA tool)

Sampling, feedback, RCA

Tools

NICE

MS Office

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Job Description

• Monitor and evaluate calls, chats, and emails to ensure compliance with quality standards and client requirements.
• Prepare and maintain quality reports, scorecards, and performance dashboards.
• Collaborate with Operations and other support teams to address quality concerns and improve customer experience.
• Ensure adherence to company policies and applicable compliance standards.
• Identify performance gaps, recurring issues, and opportunities for process improvements.

Qualifications

• At least 1 year of BPO Quality Assurance experience.
• Strong customer service and communication skills.
• Basic knowledge of QA concepts, NICE, sampling, feedback, and RCA.
• Proficient in MS Office and basic reporting/analysis.