Quality Assurance Analyst – Order-to-Cash (O2C) | TP ALABANG

TP; Parañaque; Hybrid; PHP 420,000 - 540,000; Full time

Job summary

TP is seeking a Quality Assurance Analyst in the Philippines to conduct end-to-end audits of the Order-to-Cash lifecycle, evaluate performance against standards, and drive improvement initiatives. The role requires strong analytical skills, experience in QA monitoring, and the ability to coach teams to achieve higher accuracy and smoother processes.

Responsibilities include root cause analysis, action plan monitoring, and collaboration with Operations and Process Excellence to sustain quality

Qualifications

• Minimum 2-3 years of experience as a Quality Assurance Analyst, Quality Specialist, or QA Auditor within a BPO, Shared Services, GCC, or captive operations environment.
• Minimum 2-3 years of hands-on experience in Order-to-Cash operations.
• Experience conducting transaction audits, process reviews, and performance evaluations.
• Experience in quality monitoring, calibration, and coaching activities.

Responsibilities

• Conduct quality audits and transaction reviews across the end-to-end Order-to-Cash lifecycle.
• Evaluate employee performance against defined quality standards, process requirements, and client expectations.
• Analyze quality results, operational metrics, and error trends to identify process gaps and performance improvement opportunities.
• Conduct root cause analysis for recurring quality issues, defects, and escalations.
• Recommend corrective and preventive actions to improve quality performance and operational effectiveness.
• Provide structured and actionable feedback to employees and team leaders based on quality findings.
• Facilitate calibration sessions with Operations, Training, and client stakeholders.
• Prepare and maintain quality dashboards, reports, and performance summaries.

Skills

Quality Assurance

O2C Knowledge

Analytical skills

Excel proficiency

Stakeholder management

Tools

SAP

Oracle ERP

NetSuite

Microsoft Dynamics

Job description

• Conduct quality audits and transaction reviews across the end-to-end Order-to-Cash lifecycle.
• Evaluate employee performance against defined quality standards, process requirements, and client expectations.
• Perform quality assessments covering:
• Credit Management
• Order Processing
• Billing and Invoicing
• Accounts Receivable
• Collections
• Cash Application
• Ensure compliance with SOPs, policies, controls, and regulatory requirements.
• Maintain accuracy and consistency in quality evaluations using established scorecards and audit methodologies.

Quality Analysis & Process Improvement

• Analyze quality results, operational metrics, and error trends to identify process gaps and performance improvement opportunities.
• Conduct root cause analysis for recurring quality issues, defects, and escalations.
• Recommend corrective and preventive actions to improve quality performance and operational effectiveness.
• Partner with Operations and Process Excellence teams to drive continuous improvement initiatives.
• Support implementation and monitoring of quality improvement action plans.

Coaching & Performance Support

• Provide structured and actionable feedback to employees and team leaders based on quality findings.
• Highlight coaching opportunities to improve process adherence, accuracy, productivity, and customer experience.
• Collaborate with Training teams to identify knowledge gaps and recommend refresher training programs.
• Monitor the effectiveness of coaching interventions and improvement plans.
• Support employee development by sharing best practices and quality expectations.

Calibration & Governance

• Facilitate and participate in calibration sessions with Operations, Training, and client stakeholders.
• Ensure consistent interpretation and application of quality standards across teams.
• Maintain audit guidelines, quality scorecards, and evaluation frameworks.
• Support internal audits, client audits, and compliance reviews.
• Assist in documenting quality processes, controls, and governance requirements.

Reporting & Insights

• Prepare and maintain quality dashboards, reports, and performance summaries.
• Track key quality metrics including accuracy, compliance, critical errors, defect rates, and process adherence.
• Provide trend analysis and recommendations to leadership and stakeholders.
• Present quality findings and improvement opportunities during operational reviews and business meetings.
• Monitor quality KPIs and support service delivery targets through data-driven insights.

Required Qualifications & Skills

Experience

• Minimum 2-3 years of experience as a Quality Assurance Analyst, Quality Specialist, or QA Auditor within a BPO, Shared Services, GCC, or captive operations environment.
• Minimum 2-3 years of hands-on experience in Order-to-Cash operations.
• Experience conducting transaction audits, process reviews, and performance evaluations.
• Experience in quality monitoring, calibration, and coaching activities.

O2C Domain Expertise

Working knowledge of:

• Credit Management
• Order Management
• Billing and Invoicing
• Accounts Receivable
• Collections
• Cash Application
• Customer Account Management
• O2C Process Controls and Compliance

Technical & Analytical Skills

• Strong analytical and problem-solving skills.
• Experience with quality monitoring methodologies and audit processes.
• Ability to perform root cause analysis and identify process improvement opportunities.
• Advanced proficiency in Microsoft Office tools, particularly Excel, PowerPoint, and Word.
• Experience creating quality reports, dashboards, and performance scorecards.
• Knowledge of quality frameworks, process controls, and compliance standards.
• Ability to interpret operational data and convert findings into actionable recommendations.

Communication & Interpersonal Skills

• Excellent verbal and written English communication skills.
• Strong coaching and feedback delivery capabilities.
• Effective stakeholder management and collaboration skills.
• Ability to influence performance improvement through data-driven insights.
• Strong attention to detail and commitment to quality excellence.

Preferred Qualifications

• Experience supporting global clients and geographically distributed teams.
• Exposure to ERP platforms such as SAP, Oracle, NetSuite, or Microsoft Dynamics.
• Background in Shared Services, BPO, SSC, GCC, or Finance & Accounting operations.
• Certification in Quality Management, Lean Six Sigma, COPC, ISO, or related disciplines is an advantage.
• Experience with quality analytics and reporting tools.