Quality Assurance Supervisor | Iloilo City

WNS Global Services, Inc.; Iloilo; On-site; PHP 500,000 - 800,000; Full time

Job summary

WNS Global Services, Inc. is seeking a Quality Assurance Lead to supervise and mentor Quality Analysts in a fast-paced BPO environment in Iloilo, Philippines.

You will drive quality monitoring, calibration with stakeholders, and data-driven reporting to improve customer experience and operational efficiency. The role requires 2–5 years in QA with prior supervisory experience, strong analytical skills, and proficiency in MS Office and QA tools.

Qualifications

• 2–5 years of experience in Quality Assurance, preferably in BPO/healthcare/shared services.
• Prior supervisory or team leadership experience.
• Strong analytical and problem-solving skills.
• Advanced knowledge of quality methodologies and performance management.
• Proficiency in Microsoft Office and reporting systems.

Responsibilities

• Lead, mentor and develop Quality Analysts; conduct meetings and reviews.
• Monitor productivity and quality targets; assist in hiring and onboarding.
• Review and validate analyst evaluations; calibration with stakeholders.
• Analyze metrics and present quality reports to management/clients.
• Identify process gaps and drive CAPA and quality improvements.
• Ensure adherence to policies, client requirements and audits.

Skills

Quality assurance

Team leadership

Analytical skills

Problem solving

MS Excel

Tools

Excel

PowerPoint

Word

Job description

Key Responsibilities

Leadership and Team Management

• Supervise, mentor, and develop Quality Analysts.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Monitor team productivity and quality targets.
• Assist in hiring, onboarding, and training new quality team members.
• Create development plans to improve team performance.

Quality Monitoring and Evaluation

• Ensure consistent implementation of quality monitoring processes and standards.
• Review and validate quality evaluations completed by analysts.
• Conduct calibration sessions with stakeholders to maintain scoring accuracy and consistency.
• Identify process deviations and recommend corrective actions.

Reporting and Analysis

• Analyze quality performance metrics and trends.
• Prepare and present quality reports to management and clients.
• Develop actionable insights from quality data to improve customer experience and operational efficiency.
• Track key performance indicators (KPIs) related to quality and compliance.

Process Improvement

• Identify opportunities for operational and quality improvements.
• Collaborate with training, operations, and other departments to address performance gaps.
• Lead root cause analysis and implement corrective and preventive actions (CAPA).
• Recommend updates to quality procedures, scorecards, and standards.

Compliance and Governance

• Ensure adherence to company policies, client requirements, and regulatory standards.
• Maintain documentation related to quality processes and audits.
• Support internal and external quality audits.
• Promote a culture of continuous improvement and accountability.

Qualifications

• 2-5 years of experience in Quality Assurance, preferably in a BPO, contact center, healthcare, or shared services environment.
• Prior supervisory or team leadership experience.
• Strong analytical and problem-solving skills.
• Advanced knowledge of quality methodologies and performance management.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Experience with quality monitoring tools and reporting systems.