Quality & Reports Analyst

Acquire.AI; Pasig; Hybrid; PHP 781,000 - 1,228,000; Full time

Job summary

Acquire.AI in Pasig City seeks a Quality & Reports Analyst to drive data-driven insights across telecommunications customer service and renewal programs. You will audit calls, validate transactions, and coach frontline teams while building executive dashboards and reports.

The role blends hands-on quality oversight (40%) with analytics and forecasting (60%), requiring strong Excel, BI tools, and experience communicating complex data to senior leadership. Hybrid work model in Manila is offered.

Qualifications

• Bachelor's degree in Business, Analytics, or related field.
• 3–5 years in BPO ops for telecom or revenue programs.
• 2+ years in reporting, analytics in contact center ops.
• Strong Excel, BI tools, SQL and CRM proficiency.

Responsibilities

• Conduct daily call audits and transaction reviews with standardized rubrics.
• Produce weekly quality scorecards and monthly executive summaries.
• Design dashboards tracking quality, compliance, renewal performance and risk.
• Translate data findings into business insights for leadership.

Skills

Advanced Excel

Power BI

Tableau

Looker

SQL

CRM systems

Education

Bachelor's degree in Business/Analytics/Communications

Tools

Power BI

Tableau

Looker

SQL

CRM software

Job description

## Quality & Reports AnalystApply: Pasig City: Full time: Posted Today: R12909We’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!Quality & Reports Analyst Program: Telecommunications (Voice, Data & Broadband) Site: Manila, Philippines Reporting to: Operations Director A SNAPSHOT OF YOUR ROLE As a Quality & Reports Analyst, you are responsible for maintaining service excellence while driving data-driven insights across the telecommunications customer service and renewal program. You are a hybrid analyst who partners between frontline quality oversight and strategic reporting. Approximately 40% of your time focuses on call and transaction auditing, compliance validation, and targeted coaching. The remaining 60% is dedicated to building dashboards, producing executive reports, analyzing performance trends, forecasting risks, and translating data into actionable operational and revenue insights. This position requires strong reporting and analytics expertise, hands-on experience in sales and renewal environments, proficiency in Excel and data visualization tools, and the ability to communicate complex data findings to senior leadership. Key Responsibilities Quality Oversight & Transaction Validation (40%) ● Conduct daily call audits (inbound and outbound) using standardized rubrics ● Perform transaction audits (call and email documentation review, CRM accuracy) ● Execute high-risk spot checks (billing disputes, cancellations, renewals, plan changes) ● Validate adherence (AUX) and behavioral risk monitoring ● Review repeat callers and escalations to identify resolution gaps ● Ensure compliance with scripts, disclosures, authentication, and data privacy requirements ● Provide immediate corrective feedback and structured coaching for performance gaps Reporting, Analytics & Data-Driven Insights (60%) ● 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 ● Operate an Early Warning System to flag emerging operational, compliance, and revenue risks in real-time ● 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; quantify revenue and compliance impact ● Conduct root cause analysis on compliance failures, error trends, and performance dips ● Support calibration sessions and provide comparative analysis to maintain scoring consistency and identify coaching priorities ● Collaborate with Operations and Revenue teams to define KPIs, reporting cadence, and data integrity standards A BIT ABOUT YOU Experience & Background ● 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 Technical Skills (Critical) ● Advanced Excel proficiency: VLOOKUP, pivot tables, data consolidation, conditional formatting, formula-driven dashboards ● Experience with business intelligence tools (Power BI, Tableau, Looker, or similar) preferred ● Comfort extracting and manipulating data from SQL databases or cloud-based analytics platforms ● Experience creating executive-level reports and visualizations that translate raw data into business insights ● Strong knowledge of CRM systems and contact center technology platforms Soft Skills & Attributes ● Strong analytical mindset with attention to detail and ability to spot data anomalies ● Commercial awareness with the ability to connect quality and operational findings to revenue and business impact ● Excellent written and verbal communication; capable of presenting findings to technical and executive audiences ● Confident in delivering structured feedback and corrective coaching to frontline teams ● Self-directed with ability to manage competing priorities and meet tight reporting deadlines ● Proactive problem-solver; comfortable working independently and collaboratively with multiple stakeholders WHAT WE VALUE We are proud of our diverse global team, united by four core values: ● Curious and Clever — Smart questions lead to better solutions ● Entrepreneurial Energy — Take ownership and think like a business leader ● Fast with Intent — Move quickly while delivering meaningful results ● Laugh and Learn — Grow together and keep things human