Quality Analyst

City: Quezon City

State/Province: Manila

Posting Start Date: 2/16/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Summary:

We are looking for a detail-oriented Quality Analyst with experience in UK/US banking contact center operations. The role involves auditing calls/cases, providing structured feedback, ensuring regulatory compliance, and driving continuous quality improvement initiatives.

Qualifications:

• Bachelor's Degree / College Graduate
• 2-4 years of contact center experience in the banking industry
• Minimum 2 years' experience as a Quality Analyst in a UK/US banking/financial account

Core Skills & Competencies:

• Basic understanding of Quality methodologies (Six Sigma, Lean, Kaizen, etc.)
• Knowledge of 7 QC Tools
• Strong root cause analysis skills
• Experience in TNA/TNI, TTQ, RAG analysis, and BQM
• Excellent communication, feedback, and coaching skills
• Proficient in MS Office (Excel, PowerPoint)
• Strong analytical and reporting skills
• Willing to work in shifts

Key Responsibilities:

• Audit calls/cases as mandated by the client and track performance metrics
• Review cases for adherence to internal and regulatory guidelines
• Provide structured feedback and identify areas for improvement
• Create and maintain quality scorecards and reports
• Conduct and participate in internal and client calibration sessions
• Identify root causes of quality gaps and recommend process improvements
• Support supervisors with performance trends and reporting
• Document quality issues and improvement initiatives for management review
• Develop quality documentation and training support materials
• Drive continuous improvement across the team

Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Mortgage(Originations) .

Experience: 1-3 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Manila, Philippines

Job ID: Wipro-136786

Employment Type: OTHER

Posted: 2026-03-01T18:39:57