Quality & Reports Analyst

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

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!

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

• 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

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 ClassA 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.

Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/.