Quality Analyst

Acquire Intelligence; Pasig; Hybrid; PHP 250,000 - 420,000; Full time

Benefits offered by this job

HMO coverage for family

Annual events & car giveaway

Internal promotions

Job summary

Acquire Intelligence in the Philippines is seeking a Quality Analyst to ensure service excellence by monitoring live and recorded agent interactions and delivering actionable coaching. You will report trends, support calibration sessions, and drive continuous improvement across operations.

With at least 1 year in QA within BPO or CX, you’ll bring strong analytical skills, attention to detail, and superb communication. This full-time role supports multiple campaigns and shifts at various sites.

Qualifications

• 1+ year of quality assurance experience, preferably in a BPO or CX role.
• Strong analytical and coaching skills with attention to detail.
• Proficiency in MS Office and CRM/KRM tools.

Responsibilities

• Monitor live or recorded agent interactions (voice/non-voice) for quality and compliance.
• Conduct coaching sessions and certify new hires prior to Ops endorsement.
• Report quality trends and action items weekly to drive improvements.
• Collaborate with Operations, Training, and QA stakeholders on calibration and rollouts.
• Support occasional back-office audits as required.

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!At Acquire Intelligence, our mission is to help business work smarter.We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.Advance Your Career - Join us today and be part of a team where your work makes an impact!WHY JOIN THE A-TEAM?Come for a career, stay for the fun!· HMO coverage for you and your family**· Yearly Kick Off Parties with major giveaways (like the car in 2023)· Get recognized through our ‘Value Awards’· Grow your career - yes, we love to promote internally· Do meaningful work and collaborate with the best· 900 promotions given each year· 2,700+ leadership training coursesA Glimpse into Your New RoleAs a Quality Analyst, you’ll play a key role in evaluating customer interactions to ensure service excellence. You'll conduct end-to-end transaction monitoring and provide actionable insights through root-cause analysis and coaching. You’ll be instrumental in reinforcing behaviors that lead to great customer experience and correcting those that don’t, while working closely with Operations, Training, and other stakeholders.Your day could see you:Monitor live or recorded agent interactions (voice and non-voice) for complianceConduct coaching sessions and certify new hires prior to Ops endorsementReport daily/weekly/monthly quality trends with analysis and action itemsIdentify improvement opportunities and escalate critical errorsCollaborate with stakeholders on calibration sessions and QA rolloutsHandle disputes on evaluations and contribute to performance reviewsRecommend and support process improvements tied to quality and customer experiencePerform occasional calls/back-office support and audits as requiredWhat You’ll BringAt least 1 year of quality assurance experience, preferably in BPO or customer experience rolesExcellent analytical and coaching skillsStrong judgment, objectivity, and attention to detailProficiency in Microsoft Office (Excel, Word, PowerPoint)Strong communication and interpersonal skillsAbility to handle multiple campaigns and shift priorities as neededFlexibility to work different shifts and sites as requiredKnowledge in CRM/KRM tools is a plusTeam-oriented with a proactive and collaborative mindsetWHAT WE VALUEWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:· Curious and Clever : Smart questions spark smart solutions.· Entrepreneurial Energy : Think like an owner. Solve like a founder.· Fast with Intent : We move fast and deliver real results.· Laugh and Learn : We don’t take ourselves too seriously, just our results.What are you waiting for?Come for a career, stay for the fun!Join the A-Team and experience the A-Life!