Impact-Driven Quality & Process Analyst

Acquire Intelligence; Pasig; On-site; PHP 420,000 - 600,000; Full time

Job summary

Acquire Intelligence in Ortigas Site, Pasig City, Philippines, seeks a Quality Analyst to join our operations team. You will monitor agent interactions, coach staff, analyze data, and drive continuous quality improvements across campaigns while ensuring compliance with company policies.

You will collaborate with Operations, Training, HR, and clients to calibrate evaluations, deliver coaching sessions, and report performance trends. Strong communication and multi-tasking skills are essential.

Qualifications

• Bachelor’s degree in any field.
• At least two years in the BPO industry.
• At least one year in quality assurance and customer experience/compliance for voice or back-office.
• Able to handle more than one campaign or line of business.
• Proficient in Microsoft Office applications including Excel, Word, and PowerPoint.
• Strong data analysis and reporting skills.

Responsibilities

• Monitor and evaluate agent interactions to ensure quality and compliance.
• Provide regular coaching sessions and feedback to agents.
• Collaborate with Operations, Training, HR, and clients for calibration and improvements.
• Prepare and present quality metrics with root-cause analysis and action items.
• Assist in QA rollouts, guidelines orientations, and certifications for new hires.
• Maintain proper handling of employee information per company policies.

Skills

Quality assurance

Data analysis

Coaching

Communication

MS Office (Excel/PowerPoint)

Root-cause analysis

Team collaboration

Education

Bachelor's degree

Tools

CRM/KRM

Job description

Acquire Intelligence in Ortigas Site, Pasig City, Philippines, seeks a Quality Analyst to join our operations team. You will monitor agent interactions, coach staff, analyze data, and drive continuous quality improvements across campaigns while ensuring compliance with company policies.

You will collaborate with Operations, Training, HR, and clients to calibrate evaluations, deliver coaching sessions, and report performance trends. Strong communication and multi-tasking skills are essential.