Business Analyst

MicroSourcing International; Parañaque; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing International is seeking a Quality Assurance professional to conduct audits across calls, emails, tickets, and back-office processes, and provide coaching to improve performance. You will analyze trends and generate regular reports to support continuous improvement.

The role requires 3+ years in QA/operational excellence within BPO or similar settings, strong Excel skills, and experience with Power BI and other Microsoft 365 tools. Onsite work in Parañaque, Philippines.

Qualifications

• 3+ years in QA, QC, Compliance, Training, or Operational Excellence.
• Experience in BPO/shared services or contact center environments.
• Strong analytical, audit and coaching skills.
• Advanced Excel with Pivot Tables, XLOOKUP/VLOOKUP, dashboards and data analysis.

Responsibilities

• Conduct quality audits of calls, emails, tickets, cases, chats, and back-office transactions against scorecards.
• Provide constructive feedback to employees and leaders to support coaching and performance improvement.
• Analyze quality trends, audit outcomes, and root causes to produce regular reports.
• Identify opportunities to enhance workflows, customer experience, procedures, and quality frameworks.
• Monitor adherence to policies and client requirements; escalate high-risk quality issues.

Skills

Quality audits

Feedback coaching

Data analysis

Reporting

Excel advanced

Stakeholder communication

Education

Bachelor's Degree in Business/Management/Information Systems/Statistics

Related discipline

Tools

Power BI

SharePoint

Power Apps

Power Automate

CRM systems

Job description

Discover your 100% YOU with MicroSourcing!

Position: Quality Assurance Officer

Location: Harton Corporate Center, Parañaque City

Work setup & shift: Onsite I Shifting Schedule

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Quality Assurance Specialist, you will:

• Conduct quality audits of calls, emails, tickets, cases, chats, and back-office transactions against approved scorecards.
• Provide constructive and actionable feedback to employees and operational leaders to support coaching and performance improvement.
• Analyze quality performance trends, audit outcomes, and root causes to produce comprehensive daily, weekly, monthly, and quarterly reports.
• Identify opportunities to enhance operational workflows, customer experience, operating procedures, and quality frameworks.
• Monitor adherence to company policies, client requirements, and regulatory obligations, escalating high-risk quality issues as needed.

What You Need

Non-negotiables

• Minimum 3 years' experience in a Quality Assurance, Quality Control, Compliance, Training, or Operational Excellence role.
• Experience in a BPO, shared services, contact center, customer service, security services, healthcare, workforce management, or related operational environment.
• Strong analytical, problem-solving, audit-conducting, and coaching/feedback delivery skills.
• Advanced Microsoft Excel skills (including Pivot Tables, XLOOKUP/VLOOKUP, dashboards, formulas, and data analysis) alongside strong reporting capabilities.
• Excellent verbal and written communication skills with the ability to work effectively alongside multiple stakeholders and operational teams.

Preferred Skills/expertise

• Experience using quality monitoring, CRM, workforce management, or ticketing systems.
• Experience creating dashboards and reports using Power BI, as well as experience with SharePoint, Power Apps, and Power Automate.
• 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.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life.

Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply