Quality Analyst | Drive Customer Experience & Coaching

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

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.