ANALYST I, CUSTOMER EXPERIENCE BACK OFFICE

Qualfon; Cebu City; On-site; PHP 420,000 - 600,000; Full time

Job summary

Qualfon in Cebu City is seeking an Analyst I, Customer Experience - Back Office (Carrier Support Analyst) to manage and monitor provisioning platform queues, coordinate with carrier partners, and troubleshoot transactions in a high-pressure NOC environment.

You will analyze platform performance, validate system changes, and collaborate with internal teams to drive timely resolutions and improve First-Time Success rates.

Qualifications

• Foundational knowledge of wireless networks, APIs, and GUIs used for provisioning.
• Experience writing SQL queries (preferred).
• Analytical problem-solving to diagnose pipeline anomalies.
• Strong communication across internal teams and external carrier NOC.
• Proficient with Office tools for reporting and tracking metrics.

Responsibilities

• Provisioning & Queue Management: monitor queues to ensure continuous processing of transactions, including WLNP port ins/outs.
• Transactional Auditing: oversee real-time carrier transactions such as activations and plan updates.
• KPI & Performance Analysis: analyze data to track trends and improve FTS rates.
• Error Investigation & Escalation: troubleshoot failed provisioning and propose fixes.
• NOC Coordination & Gatekeeping: report and drive resolutions with internal/external NOC teams.
• System Testing & Validation: validate changes to processes, platforms, and APIs/GUI updates.
• Internal Cross-Team Support: act as SME and assist business units with provisioning pipelines.

Skills

Analytical thinking

Verbal communication

Written communication

Problem solving

Education

Associate's degree

Bachelor's degree

Tools

SQL

Microsoft Office

Google Suite

Job description

Job Title Analyst I, Customer Experience - Back Office (Carrier Support Analyst)

The Carrier Support Analyst plays a key role in managing, monitoring, and troubleshooting the transaction queues and platform logic within the core Provisioning Platform. This role serves as the primary operational point of contact between the organization, its internal business units, and external wireless carrier/provisioning partners. The ideal candidate possesses strong analytical skills to evaluate platform performance, handle cellular provisioning workflows, and coordinate technical resolutions across high-pressure Network Operations Center (NOC) environments.

Primary Responsibilities

• Provisioning & Queue Management Actively monitor operational queues within the Provisioning Platform to ensure continuous processing of transaction pipelines, managing cellular routing actions like Wireless Local Number Portability (WLNP) "Port Ins" and "Port Outs".
• Transactional Auditing Oversee real-time carrier transactions including activations, reactivations, equipment/SIM changes, rate plan updates, feature modifications, and balance inquiries.
• KPI & Performance Analysis Analyze ongoing transaction performance data to identify trends, tracking positive and negative changes in platform KPIs to achieve optimal First-Time Success (FTS) rates.
• Error Investigation & Escalation Troubleshoot failed provisioning transactions, isolate failure patterns, and collaborate with Senior Automation Analysts to recommend structural or automated fixes.
• NOC Coordination & Gatekeeping Coordinate directly with internal and external Network Operations Center (NOC) teams to report, elevate, and aggressively drive resolution for system or network disruptions impeding service.
• System Testing & Validation Support management by validating business process modifications, platform functional upgrades, API or Graphical User Interface (GUI) updates, and structural changes introduced by external partners.
• Internal Cross-Team Support Serve as a subject matter expert, providing guidance and support to internal business units requiring technical assistance with provisioning pipelines or carrier partner integrations.

Requirements

Basic Knowledge

• Network & API Interface Knowledge Foundational understanding of wireless network environments, API structures, and Graphical User Interfaces (GUIs) used for data streaming and service provisioning.
• Database Querying Experience writing SQL queries or navigating database structures (highly preferred).
• Analytical Problem-Solving Intermediate to advanced analytical thinking to evaluate transaction logs and diagnose pipeline anomalies.
• Stakeholder Communication Strong verbal and written communication skills to elevate and coordinate effectively across both internal units and external carrier NOC teams.
• Office Tools Proficiency with Microsoft Office and/or Google Suite tools for reporting and tracking metrics.

Education

• Associate's degree, bachelor's degree, or an equivalent combination of education and professional experience in IT, Wireless Networks, or a related technical field.

Work Experience

Minimum of three (3) years of direct work experience or verified operational exposure in any of the following areas

• Telecommunications operator infrastructure
• QA Testing / Systems Validation
• Wireless Cellular Networks