Quality and Process Analyst

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 391,000 - 725,000; Full time

Job summary

Acquire Intelligence Philippines Inc. in Ortigas, Pasig City, invites a Quality Analyst to monitor and coach agents, ensure QA standards, and drive improvements across campaigns.

You’ll collaborate with Operations, Training, HR and clients to deliver consistent, compliant service and measurable performance gains. You will conduct live and recorded evaluations, provide impartial feedback, and support new-hire onboarding with QA guidelines and calibration sessions, while maintaining data privacy

Qualifications

• Bachelor’s/College degree holder in any field or the equivalent.
• With at least two years’ experience in the BPO industry.
• With at least a year experience in quality assurance, and customer experience and compliance for voice and/or back‑office businesses.
• Able to handle more than one campaign or line of business.
• Keen in identifying opportunities and providing fact‑based analysis and actionable recommendations.
• Flexible in meeting and exceeding internal and external client deliverables under tight deadlines.
• Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications.
• Can perform basic root‑cause analysis and can utilize varied tools to generate relevant reports and provide sound data analysis.
• Has effective written and spoken communication skills across various audiences.
• Possess effectual listening, coaching, and motivational skills.
• Able to positively influence agents and others to drive improvement.
• Willing to work in a collaborative and multi‑disciplinary environment.
• Flexible to work in varied shifts and sites.
• Adaptable to changes in the working environment and can complete multiple tasks efficiently.
• Able to work as part of a team, and when applicable, independently under minimal supervision.
• Has excellent organizational and time‑management skills.

Responsibilities

• Live or recorded monitoring of agent interactions (both voice and non‑voice) ensuring compliance to pre‑determined quality guidelines.
• Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
• Provide accurate and impartial judgement on all transaction evaluations.
• Regular coaching sessions with agents to reinforce good behavior and reform opportunities
• Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality‑related performance together with root‑cause/data analysis and recommended action items.
• Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
• Attending administrative hearings and deliberations resulting from the critical error callouts.
• Facilitating QA rollouts and guidelines orientations for new‑hires and certifying agents prior to official endorsement to Operations.
• Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
• Attending and facilitating calibration sessions and sending relevant minutes and variance reports after each session.
• Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge‑based tools and guidelines, etc.
• Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
• Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
• Taking proper action on disputes filed against transaction evaluations.
• Participating in internal and external client meetings and performance reviews.
• Participating in process improvement designs related to quality, technology (CRM/KRM), agent‑customer interaction flows, etc.
• Reviewing and submitting exceptional calls to be pooled for the good call library.
• Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed.
• Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back‑office services.

Skills

BPO experience

QA experience

Customer experience

Data analysis

Root-cause analysis

Communication

Coaching

Time management

Team collaboration

Education

Bachelor’s degree

Tools

Microsoft Office

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!

Job Description POSITION DESCRIPTION Quality Analyst Ortigas Site, Pasig City, Philippines Reporting to: QA Supervisor or Sr. Quality Analyst

We’re an award-winning global outsourcer providing contact center and back-office services on behalf of our global clients. As a Quality Analyst, your role is vital in the continuous growth and development of your designated staff and ensuring that all QA requirements for your assigned campaigns are met and exceeded.

A SNAPSHOT OF YOUR ROLE

You shall ensure that the agents are providing the best experience available to their customers and are compliant to the quality standards through transaction monitoring, coaching sessions, and training. You’re the eyes and ears of the management team as you get to monitor agent transactions every day. You are an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience. You’ll be able to assess how transactions are handled and identify the areas that need improvement. You are expected to collaborate with Operations, Training, HR, other internal groups, and clients in developing agents to meet and exceed expected operational targets through varied means such as calibration sessions, triad coaching, up‑skill training sessions, data analysis, process improvements, etc. The support you provide is important in ensuring consistency in performance and continuous development of the agents and the program. As Quality Analyst you are responsible for ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy. Ultimately, you shall ensure that all agent‑customer interactions result to positive experience and are performed in accordance with pre‑determined compliance guidelines, through, but not limited to:

• Live or recorded monitoring of agent interactions (both voice and non‑voice) ensuring compliance to pre‑determined quality guidelines.
• Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.
• Provide accurate and impartial judgement on all transaction evaluations.
• Regular coaching sessions with agents to reinforce good behavior and reform opportunities
• Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality‑related performance together with root‑cause/data analysis and recommended action items.
• Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.
• Attending administrative hearings and deliberations resulting from the critical error callouts.
• Facilitating QA rollouts and guidelines orientations for new‑hires and certifying agents prior to official endorsement to Operations.
• Collaborating with Operations and Training in developing the technical and soft skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.
• Attending and facilitating calibration sessions and sending relevant minutes and variance reports after each session.
• Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge‑based tools and guidelines, etc.
• Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.
• Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.
• Taking proper action on disputes filed against transaction evaluations.
• Participating in internal and external client meetings and performance reviews.
• Participating in process improvement designs related to quality, technology (CRM/KRM), agent‑customer interaction flows, etc.
• Reviewing and submitting exceptional calls to be pooled for the good call library.
• Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed.
• Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back‑office services.

A BIT ABOUT YOU

• Bachelor’s/College degree holder in any field or the equivalent.
• With at least two years’ experience in the BPO industry.
• With at least a year experience in quality assurance, and customer experience and compliance for voice and/or back‑office businesses.
• Able to handle more than one campaign or line of business.
• Keen in identifying opportunities and providing fact‑based analysis and actionable recommendations.
• Flexible in meeting and exceeding internal and external client deliverables under tight deadlines.
• Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications.
• Can perform basic root‑cause analysis and can utilize varied tools to generate relevant reports and provide sound data analysis.
• Has effective written and spoken communication skills across various audiences.
• Possess effectual listening, coaching, and motivational skills.
• Able to positively influence agents and others to drive improvement.
• Willing to work in a collaborative and multi‑disciplinary environment.
• Flexible to work in varied shifts and sites.
• Adaptable to changes in the working environment and can complete multiple tasks efficiently.
• Able to work as part of a team, and when applicable, independently under minimal supervision.
• Has excellent organizational and time‑management skills.

WHAT SUCCESS LOOKS LIKE

• Excellent feedback from internal and external customers and clients.
• Achievement of own and campaign’s KPIs.
• Improvement of operational performance.

WHAT WE VALUE

• Curious and Clever: Smart questions spark smart solutions
• Entrepreneurial Energy: Think like an owner
• Fast and Intent: We move fast and deliver real results
• Laugh and Learn: We don’t take ourselves too seriously, just our results

Acquire Intelligence is an award‑winning, global business outsourcer with 10,000 staff and over 16‑years’ experience in delivering intelligent contact center and back‑office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real‑life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in‑house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work‑from‑Home environments, where client‑permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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