Quality Analyst

WNS Global Services, Inc.; Iloilo City; On-site; PHP 223,000 - 391,000; Full time

Job summary

WNS Global Services, Inc. seeks a Quality Analyst to perform daily quality checks, provide timely feedback to agents, and conduct comeback analyses to identify error trends. The role requires precise attention to process requirements and collaboration with the QA team.

You will meet monthly sampling targets, prepare QA reports, complete RCA and ISO-compliance tasks, and contribute ideas to improve processes. Regular communication with clients and operations is essential.

Responsibilities

• Complete Daily Quality checks as per the process requirement
• Provides on time Feedback to the agents for the errors identified
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly sampling numbers as per the defined target
• Complete the feedback targets as specified in the QSD
• Contribute brainwave ideas to improve the process
• Complete WB Role Roadmap within the stipulated time
• Prepare all team and client related reports for Quality
• Complete RCA for all the errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for staff and share it with the AM- Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as defined
• Create Error analysis/RCA Report within the defined timeline
• Attend all the development and quality trainings that are identified for a QA
• Help operations in identifying the training needs for the ops associates
• Drive projects and be part of the projects that are identified in the team.

Job description

• Complete Daily Quality checks as per the process requirement
• Provides on time Feedback to the agents for the errors identified
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly sampling numbers as per the defined target
• Complete the feedback targets as specified in the QSD
• Contribute brainwave ideas to improve the process
• Complete the WB Role Roadmap within the stipulated time
• Prepare all team and client related reports for Quality
• Complete RCA for all the errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for staff and share it with the AM- Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as defined
• Create Error analysis/RCA Report within the defined timeline
• Attend all the development and quality trainings that are identified for a QA
• Help operations in identifying the training needs for the ops associates
• Drive projects and be part of the projects that are identified in the team.