Quality Assurance Analyst – Elevate Customer Experience

SmartRecruiters, Inc.; Manila; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Free HMO coverage from day 1

Structured career path

Safe work environment

Skills training opportunities

Paid leaves

Job summary

WNS, part of Capgemini, is seeking a Quality Assurance professional to monitor calls, chats, and emails to ensure quality and compliance. Join a growing BPO quality team and contribute to performance dashboards and client satisfaction.

The role requires at least 1 year of QA experience in BPO, strong communication, and proficiency in MS Office; training and career growth are emphasized through structured development and internal opportunities.

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

Quality Assurance

Customer service

MS Office

Data reporting

Tools

NICE

Job description

WNS, part of Capgemini, is seeking a Quality Assurance professional to monitor calls, chats, and emails to ensure quality and compliance. Join a growing BPO quality team and contribute to performance dashboards and client satisfaction.

The role requires at least 1 year of QA experience in BPO, strong communication, and proficiency in MS Office; training and career growth are emphasized through structured development and internal opportunities.