Quality & Process Excellence Analyst

Acquire Intelligence; Pasig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Acquire Intelligence is an award-winning global outsourcer delivering contact center and back-office services from the Ortigas Site in Pasig City, Philippines. As a Quality Analyst, you will monitor agent interactions, coach teams, and ensure adherence to quality standards, collaborating with Operations, Training, HR, and clients to drive continuous improvement.

You will conduct end-to-end monitoring, provide data-driven feedback, participate in calibration sessions, and support process

Qualifications

• Bachelor’s degree or equivalent in any field.
• 2+ years in the BPO industry.
• At least 1 year in quality assurance and customer experience/compliance for voice or back-office.
• Able to handle more than one campaign or line of business.
• Strong data analysis and actionable recommendations.

Responsibilities

• Monitor agent interactions (live or recorded) to ensure quality and compliance.
• Provide coaching sessions and training to reinforce good behavior.
• Report monitoring scores with root-cause analysis and recommended actions.
• Collaborate with Operations, Training, HR, and clients to develop agents.
• Ensure information security and data privacy for employee data.
• Participate in calibration sessions and QA rollouts for new hires.

Skills

Quality Assurance

Data Analysis

Coaching

Communication

Multitasking

Teamwork

Time Management

Root Cause Analysis

Education

Bachelor’s degree

Tools

CRM/KRM

Excel

PowerPoint

Job description

Acquire Intelligence is an award-winning global outsourcer delivering contact center and back-office services from the Ortigas Site in Pasig City, Philippines. As a Quality Analyst, you will monitor agent interactions, coach teams, and ensure adherence to quality standards, collaborating with Operations, Training, HR, and clients to drive continuous improvement.

You will conduct end-to-end monitoring, provide data-driven feedback, participate in calibration sessions, and support process