ANALYST I, CUSTOMER EXPERIENCE BACK OFFICE

Qualfon Philippines; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Qualfon Philippines is seeking an Analyst I, Customer Experience - Back Office (Carrier Support Analyst) to monitor provisioning queues and manage WLNP port-ins/outs. You will coordinate with internal teams and external carrier partners in a fast-paced NOC environment.

The role emphasizes analytical problem‑solving, translating transaction data into actionable insights, and supporting system testing of platform updates.

Qualifications

• Foundational knowledge of wireless networks, APIs, and GUIs used for data provisioning.
• Experience writing SQL queries or navigating databases.
• Analytical thinking to evaluate transaction logs and diagnose pipeline issues.
• Strong verbal and written communication to coordinate with internal and external teams.
• Proficiency with Microsoft Office and/or Google Suite for reporting and metrics.

Responsibilities

• Provisioning & Queue Management: Monitor operational queues in the Provisioning Platform, manage WLNP Port Ins/Port Outs.
• Transactional Auditing: Oversee carrier transactions including activations, reactivations, plan changes, feature updates, and balance inquiries.
• KPI & Performance Analysis: Analyze transaction data to identify trends and improve First-Time Success rates.
• Error Investigation & Escalation: Troubleshoot failed provisioning transactions and escalate with Senior Analysts for fixes.
• NOC Coordination & Gatekeeping: Coordinate with internal and external NOC teams to report and drive resolution of issues.
• System Testing & Validation: Validate business process changes and platform upgrades introduced by partners.
• Internal Cross-Team Support: Provide SME guidance to internal units on provisioning pipelines and carrier integrations.

Skills

Network & API Interface

SQL queries

Analytical problem‑solving

Stakeholder communication

Office tools

Education

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

Tools

SQL

Microsoft Office/Google Suite

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, escalate, 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 escalate 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