Quality Analyst

Acquire Intelligence; Pasig; On-site; PHP 335,000 - 670,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Car giveaways at events

Value Awards

Internal promotions

Leadership training courses

Job summary

Acquire Intelligence in the Philippines is seeking a Quality Analyst to evaluate customer interactions, monitor compliance, and provide actionable insights through coaching and root-cause analysis. You’ll reinforce behaviors that drive great customer experience while collaborating with Operations, Training, and other stakeholders.

Your day includes coaching sessions, monitoring live/recorded interactions, and reporting quality trends with concrete action items to drive improvements across

Qualifications

• At least 1 year of quality assurance experience, preferably in BPO or customer experience roles.
• Excellent analytical and coaching skills.
• Strong judgment, objectivity, and attention to detail.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Strong communication and interpersonal skills.
• Ability to handle multiple campaigns and shift priorities as needed.
• Flexibility to work different shifts and sites as required.
• Knowledge in CRM/KRM tools is a plus.
• Team-oriented with a proactive and collaborative mindset.

Responsibilities

• Monitor live or recorded agent interactions (voice and non-voice) for compliance.
• Conduct coaching sessions and certify new hires prior to Ops endorsement.
• Report daily/weekly/monthly quality trends with analysis and action items.
• Identify improvement opportunities and elevate critical errors.
• Collaborate with stakeholders on calibration sessions and QA rollouts.
• Handle disputes on evaluations and contribute to performance reviews.
• Recommend and support process improvements tied to quality and customer experience.
• Perform occasional calls/back-office support and audits as required.

Skills

Quality assurance experience

Analytical and coaching skills

Attention to detail

Microsoft Office (Excel, Word, PowerP

Tools

CRM/KRM tools

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 courses

A Glimpse into Your New Role

As 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 compliance
• Conduct coaching sessions and certify new hires prior to Ops endorsement
• Report daily/weekly/monthly quality trends with analysis and action items
• Identify improvement opportunities and elevate critical errors
• Collaborate with stakeholders on calibration sessions and QA rollouts
• Handle disputes on evaluations and contribute to performance reviews
• Recommend and support process improvements tied to quality and customer experience
• Perform occasional calls/back-office support and audits as required

What You’ll Bring

• At least 1 year of quality assurance experience, preferably in BPO or customer experience roles
• Excellent analytical and coaching skills
• Strong judgment, objectivity, and attention to detail
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Strong communication and interpersonal skills
• Ability to handle multiple campaigns and shift priorities as needed
• Flexibility to work different shifts and sites as required
• Knowledge in CRM/KRM tools is a plus
• Team-oriented with a proactive and collaborative mindset

What We Value

We’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?

Join the A-Team and experience the A-Life!