Quality Analyst

About the role

WNS, part of Capgemini, is hiring a Quality Analyst in Iloilo City. The role monitors and evaluates customer interactions to ensure they meet quality standards and client requirements, and works with Operations and other support teams to improve the customer experience.

Key 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 improvement.

Required profile

• At least 1 year of BPO Quality Assurance experience.
• Strong customer service and communication skills.

Required skills

• Basic knowledge of QA concepts, NICE, sampling, feedback and RCA.
• Proficiency in MS Office and basic reporting and analysis.

What we offer

• Structured career path and growing team with internal progression opportunities.
• Free HMO coverage from day 1, including a domestic partner.
• Skills training opportunities and paid leaves.