Quality Analyst

SmartRecruiters, Inc.; Iloilo City; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Structured career path

Growing and expanding team – internal进

Job summary

WNS, part of Capgemini, a leader in intelligent operations, is seeking a QA professional for monitoring calls, chats, and emails to ensure quality. The role covers reporting, dashboards, and collaboration with Operations to improve customer experience in a BPO setting.

The ideal candidate has 1+ year QA/quality assurance experience, strong communication skills, and proficiency in MS Office and NICE. Growth opportunities and Day 1 benefits are highlighted in the package.

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 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.

Skills

QA Concepts

NICE

MS Office

Reporting

Communication

BPO Experience

Tools

NICE

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.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Why Join Us?

We promise our employees to experiencerole clarity, coaching and mentoring, professional development and structured career path through our 5 people promisesand keeping employee experience at the core. Experience the culture of Outperformance, engagement, celebration and enjoy wide variety ofbest in class benefits including free HMO coverage for self and dependent from Day 1; Also contribute to society through ourWNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

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.

Additional Information

Benefits and Company Perks:

• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves