Quality Assurance Analyst — Growth Path & HMO from Day 1

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, 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.