Quality Assurance Pro | Growth & Free HMO from Day 1

WNS; Iloilo; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Structured career path

Growing and expanding team – more内部

Safe work environment

Free HMO coverage from day 1, incl.dom

Skills training opportunities

Paid leaves

Job summary

WNS in the Philippines is hiring a QA Analyst to monitor and evaluate calls, chats, and emails to ensure compliance with quality standards and client requirements. You will prepare and maintain quality reports and dashboards while collaborating with Operations to improve customer experience.

The role requires at least 1 year of BPO Quality Assurance experience, strong service and communication skills, and working knowledge of QA concepts including NICE, sampling, feedback, and RCA.

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

Customer service

Communication skills

QA concepts

NICE

Sampling

Feedback

RCA

Tools

MS Office

Reporting/Analysis

Job description

WNS in the Philippines is hiring a QA Analyst to monitor and evaluate calls, chats, and emails to ensure compliance with quality standards and client requirements. You will prepare and maintain quality reports and dashboards while collaborating with Operations to improve customer experience.

The role requires at least 1 year of BPO Quality Assurance experience, strong service and communication skills, and working knowledge of QA concepts including NICE, sampling, feedback, and RCA.