Quality & Insights Analyst – Renewals & Dashboards

AIPI Acquire Intelligence Philippines Inc.; Pasig; Hybrid; PHP 600,000 - 840,000; Full time

Job summary

Acquire Intelligence Philippines Inc. is seeking a Quality & Reports Analyst to drive data-driven insights across telecommunications customer service and renewal programs. The role blends frontline quality oversight with strategic reporting, including auditing, dashboarding, and executive storytelling.

The ideal candidate has 3–5 years in BPO operations, strong Excel proficiency, and experience with BI tools to forecast risks and support revenue protection.

Qualifications

• Bachelor’s degree in Business, Analytics, Communications, or related field (preferred).
• 3–5 years of experience in BPO operations within telecommunications or revenue-generating programs.
• At least 2 years of direct experience in sales, renewals, retention, or contract-based programs.
• 2+ years of demonstrated experience in reporting, analytics, and data analysis in a contact center or operations environment.

Responsibilities

• Quality Oversight & Transaction Validation (40%). Conduct daily call audits (inbound and outbound) using standardized rubrics and perform transaction audits (CRM accuracy).
• Design, build, and maintain executive dashboards tracking quality, compliance, renewal performance, and risk metrics.
• Produce weekly quality scorecards and monthly executive summaries with trend analysis and variance explanations.
• Analyze performance data to identify patterns impacting renewal conversion, churn, documentation accuracy, and repeat contacts.
• Forecast quality and performance trends; provide predictive insights for renewal breakdowns and service degradation.
• Build automated performance trackers in Excel and reporting tools to reduce manual reporting overhead.
• Translate technical findings into business-focused narratives for senior leadership.

Skills

Advanced Excel

CRM systems knowledge

Analytical mindset

Communication skills

Problem solving

Education

Bachelor’s degree in Business/Analytics/Related

Tools

Power BI

Tableau

Looker

SQL

Job description

Acquire Intelligence Philippines Inc. is seeking a Quality & Reports Analyst to drive data-driven insights across telecommunications customer service and renewal programs. The role blends frontline quality oversight with strategic reporting, including auditing, dashboarding, and executive storytelling.

The ideal candidate has 3–5 years in BPO operations, strong Excel proficiency, and experience with BI tools to forecast risks and support revenue protection.