Quality Assurance Officer

\ Position Description \

Business Analyst

Position Title Quality Assurance Officer

Reports To Senior Manager – Recruitment and Training

Department Manila Operations

Location Manila, Philippines

Employment Type Full-Time

Date Created July 2026

\ Purpose of the Role \

The Quality Assurance Officer is responsible for monitoring, evaluating, and improving the quality of

customer interactions, operational processes, and service delivery across voice, email, chat, and

back-office functions. The role ensures compliance with company policies, client requirements, and

operational standards while driving continuous improvement through auditing, coaching, reporting,

analytics, and process improvement initiatives.

The Quality Assurance Officer partners with Operations, Training, and Leadership teams to identify

performance gaps, improve customer experience, reduce operational risk, and support the

achievement of quality and compliance objectives across the Manila operation.

\ Context \

The Manila operation supports multiple Wilson Group business units across Australia, New Zealand,

and Singapore, each with unique service requirements, operating procedures, and performance

expectations. Maintaining consistent service quality across these functions is critical to operational

success and client satisfaction.

As the operation continues to grow, quality monitoring and performance governance play a vital role

in ensuring employees consistently meet operational, compliance, and customer experience

standards. The Quality Assurance Officer provides the visibility, insights, and coaching

recommendations required to improve employee performance, strengthen process adherence, and

drive continuous improvement across the organisation.

This role contributes directly to operational excellence by identifying risks, analysing performance

trends, supporting workforce development, and promoting a culture of quality and accountability.

\ Key Responsibilities \

Quality Monitoring & Auditing

 Conduct quality audits of calls, emails, tickets, cases, chats, and back-office transactions.

 Evaluate employee performance against approved quality scorecards and operational

standards.

 Identify compliance breaches, operational risks, quality gaps, and customer experience

opportunities.

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 Ensure audits are completed accurately and within agreed service levels.

 Maintain detailed audit records and supporting documentation.

 Participate in quality calibration sessions to ensure scoring consistency and alignment.

Coaching & Performance Improvement

 Provide constructive and actionable feedback to employees and operational leaders.

 Identify coaching opportunities and recurring performance trends.

 Support Team Leaders and Managers in developing employee action plans.

 Monitor the effectiveness of coaching interventions and quality improvement initiatives.

 Promote best practices and continuous learning across the business.

Reporting & Analytics

 Produce daily, weekly, monthly, and quarterly quality reports.

 Analyse quality performance trends, audit outcomes, and root causes of failure.

 Track and report on critical, customer-critical, and non-critical quality failures.

 Provide recommendations to improve operational performance and customer outcomes.

 Present quality insights and performance recommendations to stakeholders and leadership

teams.

Process Improvement

 Identify opportunities to improve operational workflows, customer experience, and service

quality.

 Recommend enhancements to operating procedures, quality frameworks, scorecards, scripts,

and knowledge articles.

 Support continuous improvement projects and operational excellence initiatives.

 Assist in testing and validating process changes prior to implementation.

Compliance & Risk Management

 Monitor adherence to company policies, client requirements, and regulatory obligations.

 Identify and escalate critical findings and high-risk quality issues.

 Support internal audits, external audits, and compliance reviews.

 Ensure operational activities remain aligned with approved processes and standards.

Training & Development Support

 Collaborate with Training teams to identify learning and development needs.

 Support onboarding, nesting, and quality certification programs.

 Provide quality insights that assist in the development of training materials and refresher

programs.

 Participate in workshops, quality forums, and continuous improvement discussions.

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\ Key Relationships \

Stakeholder Nature of Relationship

Quality Sr. Manager / QA

Team Leader

Direct reporting line for quality direction, performance

management, and development.

Operations Managers Collaborate on quality initiatives, performance improvement

plans, and operational excellence programs.

Team Leaders Provide audit feedback, coaching recommendations, and

performance insights.

Training Team Partner on coaching, development plans, quality certifications,

and learning interventions.

Workforce Planning (WFM) Support performance analysis and quality-related operational

reporting.

Business Unit Stakeholders Provide quality reporting, trend analysis, and recommendations

to improve service delivery.

Senior Leadership Team Present quality performance outcomes, risks, and improvement

opportunities.

\ Key Performance Indicators \

Audit Completion Rate

Audit Accuracy and Calibration Scores

Quality Compliance Rate

Critical Error Reduction

Timeliness of Feedback Delivery

Quality Trend Improvement

Reporting Accuracy and Timeliness

Coaching Effectiveness

Stakeholder Satisfaction

Contribution to Quality Improvement Initiatives

\ Qualifications & Experience \

Essential

 Minimum 3 years' experience in a Quality Assurance, Quality Control, Compliance,

Training, or Operational Excellence role.

 Experience in a BPO, shared services, contact centre, customer service, security

services, healthcare, workforce management, or related operational environment.

 Strong analytical and problem-solving skills.

 Experience conducting audits and delivering coaching and performance feedback.

 Advanced Microsoft Excel skills including Pivot Tables, XLOOKUP/VLOOKUP,

dashboards, formulas, and data analysis.

 Strong reporting and data interpretation capabilities.

 Excellent verbal and written communication skills.

 Ability to work effectively with multiple stakeholders and operational teams.

Desirable

 Experience using quality monitoring, CRM, workforce management, or ticketing

systems.

 Experience creating dashboards and reports using Power BI.

 Experience using SharePoint, Power Apps, and Power Automate.

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 Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies.

 Experience supporting operational transformation and quality improvement projects.

 Bachelor's Degree in Business, Management, Psychology, Information Systems,

Statistics, or a related discipline.

\ Technical Skills \

Essential

 Advanced Microsoft Excel

 Microsoft Word

 Microsoft PowerPoint

 Microsoft Outlook

 Microsoft Teams

 SharePoint

 Data Analysis and Reporting

 Root Cause Analysis

 Quality Monitoring Systems

 KPI Tracking and Reporting

Desirable

 Power BI Dashboard Development

 Power Automate Workflow Automation

 Power Apps

 SQL Fundamentals

 Process Mapping Tools (Visio, Lucidchart, etc.)

 Workforce Management Systems

\ Key Competencies \

Attention to Detail: Consistently produces accurate work and identifies quality risks, audit

findings, and process deviations.

Analytical Thinking: Ability to interpret data, identify trends, perform root cause analysis, and

provide actionable recommendations.

Communication: Effectively communicates findings, coaching feedback, and quality insights

to stakeholders at all levels.

Coaching & Development: Supports employee growth through constructive feedback,

performance coaching, and continuous improvement initiatives.

Stakeholder Management: Builds productive relationships across Operations, Training,

Workforce Planning, and Leadership teams.

Problem Solving: Proactively identifies issues, evaluates options, and recommends practical

solutions.

Customer Focus: Understands the link between service quality, customer experience, and

business outcomes.

Continuous Improvement Mindset: Continuously seeks opportunities to improve processes,

performance, efficiency, and quality outcomes.

Integrity & Accountability: Maintains objectivity, confidentiality, and professionalism when

conducting audits and evaluations.

Wilson Group | Manila Operations | Confidential