Quality Analyst: Drive Customer Experience & Compliance

Acquire; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Acquire Intelligence is seeking a Quality Analyst at its Ortigas site in Pasig City, Philippines. You will monitor agent interactions, ensure compliance with QA guidelines, and drive continuous improvement through coaching, data analysis, and trend reporting.

The role requires a bachelor’s degree and 2+ years in BPO, with 1+ year in QA or customer experience. Candidates must be flexible across campaigns and proficient in MS Office.

Qualifications

• Bachelor’s/College degree holder in any field.
• At least two years’ experience in the BPO industry.
• At least a year experience in quality assurance and customer experience/compliance.
• Able to handle more than one campaign or line of business.
• Proficient in Microsoft Office applications including Excel, Word, and PowerPoint.

Responsibilities

• Monitor agent interactions (voice and non-voice) for quality compliance.
• Conduct end-to-end evaluations and provide impartial scoring.
• Deliver coaching sessions to reinforce good behavior and address gaps.
• Prepare daily/weekly/monthly quality reports with root-cause analysis.
• Join calibration sessions and share minutes and variance reports.
• Collaborate with Operations, Training, HR, and clients on QA improvements.

Skills

QA experience

Coaching

Data analysis

Root-cause analysis

Written communication

Teamwork

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

CRM/KRM

Job description

Acquire Intelligence is seeking a Quality Analyst at its Ortigas site in Pasig City, Philippines. You will monitor agent interactions, ensure compliance with QA guidelines, and drive continuous improvement through coaching, data analysis, and trend reporting.

The role requires a bachelor’s degree and 2+ years in BPO, with 1+ year in QA or customer experience. Candidates must be flexible across campaigns and proficient in MS Office.