Quality Analyst: Drive QA, Coaching & CX Impact

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

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