Operations Performance Analyst - Insight & Improvement

iQor; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

iQor in Manila is seeking an Operations Analyst II – Performance Improvement Analyst to analyze agent and customer interaction data using a conversational intelligence and quality management platform. You will establish performance baselines, identify trends, and measure impact of improvement initiatives to boost performance and customer outcomes.

Collaborate with Operations, Training, Quality, and Leadership to translate data into focused improvement plans and drive measurable results.

Qualifications

• 3+ years in contact center analytics or related analytical role.
• Able to connect customer insights to operational performance.
• Strong problem-solving and trend analysis skills.
• Experience with quality management systems or speech analytics.

Responsibilities

• Analyze agent and customer interaction data using quality platforms.
• Identify trends, root causes, and offer actionable recommendations.
• Lead or support performance improvement initiatives and metrics.
• Develop reports, dashboards to monitor baselines and progress.
• Collaborate with cross-functional teams to plan learning and coaching.
• Suggest enhancements to quality evaluation frameworks.

Skills

Analytics

Performance improvement

Quality analytics

Excel

Presentation skills

Education

High school diploma

Tools

Excel

Job description

iQor in Manila is seeking an Operations Analyst II – Performance Improvement Analyst to analyze agent and customer interaction data using a conversational intelligence and quality management platform. You will establish performance baselines, identify trends, and measure impact of improvement initiatives to boost performance and customer outcomes.

Collaborate with Operations, Training, Quality, and Leadership to translate data into focused improvement plans and drive measurable results.