Carrier Provisioning & Back-Office Analyst

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

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.