Quality Assurance Analyst - Elevate Customer Experience

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

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.