ANALYST I, CUSTOMER EXPERIENCE BACK OFFICE

Qualfon Philippines, Inc.; Cebu City; On-site; PHP 391,000 - 670,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking an Analyst I, Customer Experience - Back Office (Carrier Support Analyst) to monitor provisioning queues and coordinate resolutions with carrier partners.

The role emphasizes data-driven analysis of platform performance, and handling WLNP port actions in a high-velocity NOC environment. The successful candidate will have a solid IT or networking background, 3+ years in telecom or related fields, and strong SQL/reporting skills, enabling effective auditing and

Qualifications

• Associate's or Bachelor's degree in IT, Wireless Networks, or a related field.
• Minimum of three years of direct experience in telecommunications, operator infrastructure, QA testing, or related areas.
• Proficiency in SQL queries and strong analytical/problem-solving skills welcome.

Responsibilities

• Monitor provisioning queues and ensure continuous processing of transaction pipelines (WLNP Port Ins/Outs).
• Audit real-time carrier transactions including activations, reactivations, and rate plan changes.
• Analyze transaction data to track KPIs and improve First-Time Success rates.
• Troubleshoot failed provisioning transactions and coordinate with NOC teams for rapid resolution.
• Coordinate with internal and external teams to resolve system or network disruptions.
• Validate business process changes, platform upgrades, and API/GUI updates from partners.
• Provide technical guidance to internal teams on provisioning pipelines and integrations.

Skills

Analytical Problem-Solving

Stakeholder Communication

Network & API Interface Knowledge

Office Tools

Education

Associate's or Bachelor's degree in IT / Wireless Networks / related field

Tools

SQL

Microsoft Office

Google Workspace

Job description

OVERVIEW

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

POSITION SUMMARY

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.

RESPONSIBILITIES

PRIMARY RESPONSIBILITIES

1. 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".
2. Transactional Auditing: Oversee real-time carrier transactions including activations, reactivations, equipment/SIM changes, rate plan updates, feature modifications, and balance inquiries.
3. 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.
4. Error Investigation & Escalation: Troubleshoot failed provisioning transactions, isolate failure patterns, and collaborate with Senior Automation Analysts to recommend structural or automated fixes.
5. 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.
6. 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.
7. 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.

QUALIFICATIONS

REQUIREMENTS

Basic Knowledge

1. Network & API Interface Knowledge: Foundational understanding of wireless network environments, API structures, and Graphical User Interfaces (GUIs) used for data streaming and service provisioning.
2. Database Querying: Experience writing SQL queries or navigating database structures (highly preferred).
3. Analytical Problem-Solving: Intermediate to advanced analytical thinking to evaluate transaction logs and diagnose pipeline anomalies.
4. Stakeholder Communication: Strong verbal and written communication skills to escalation and coordinate effectively across both internal units and external carrier NOC teams.
5. 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