Telecom Quality & Analytics Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 550,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd is looking for a Quality & Reports Analyst to uphold service excellence within a telecoms program. The role blends frontline quality oversight with strategic reporting, including auditing calls and building dashboards for executive review.

You will translate complex data into actionable insights, forecast risks, and provide coaching to improve renewal performance and revenue integrity, while collaborating with Operations and Revenue teams.

Qualifications

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

Responsibilities

• 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.

Skills

Advanced Excel

Power BI

Tableau/Looker

SQL

CRM systems

Education

Bachelor's degree in Business/Analytics/related

Tools

Power BI

Tableau/Looker

SQL

Job description

Hammerjack Pty Ltd is looking for a Quality & Reports Analyst to uphold service excellence within a telecoms program. The role blends frontline quality oversight with strategic reporting, including auditing calls and building dashboards for executive review.

You will translate complex data into actionable insights, forecast risks, and provide coaching to improve renewal performance and revenue integrity, while collaborating with Operations and Revenue teams.