Quality Analyst

WNS; Metro Manila; On-site; PHP 223,000 - 391,000; Full time

Benefits offered by this job

Free HMO coverage from day 1

Structured career path

Safe work environment

Paid leaves

Skills training opportunities

Job summary

WNS, part of Capgemini, is seeking a Quality Assurance Specialist for our Manila hub. You will monitor calls, chats, and emails to ensure quality standards and client requirements are met, and help produce reports and dashboards that track performance.

With at least 1 year of BPO QA experience, you will apply strong customer service and communication skills, knowledge of QA concepts, NICE, sampling, feedback and RCA, and proficiency in MS Office to support continuous improvement and compliance.

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 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

Quality Assurance

Customer service

Communication

QA concepts

Reporting & analysis

Tools

NICE

MS Office

Job description

Company 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 experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of Outperformance, engagement, celebration and enjoy wide variety of best in class benefits including free HMO coverage for self and dependent from Day 1; Also contribute to society through our WNS 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