Quality & Reports Analyst

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%)
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Conduct daily call audits (inbound and outbound) using standardized rubrics
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Perform transaction audits (call and email documentation review, CRM accuracy)
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Execute high-risk spot checks (billing disputes, cancellations, renewals, plan changes)
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Validate adherence (AUX) and behavioral risk monitoring
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Review repeat callers and escalations to identify resolution gaps
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Ensure compliance with scripts, disclosures, authentication, and data privacy requirements
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Provide immediate corrective feedback and structured coaching for performance gaps
Reporting, Analytics & Data-Driven Insights (60%)
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Design, build, and maintain executive dashboards tracking quality, compliance, renewal performance, and risk metrics
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Produce weekly quality scorecards and monthly executive summaries with trend analysis and variance explanations
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Analyze performance data to identify patterns impacting renewal conversion, churn, documentation accuracy, and repeat contacts
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Operate an Early Warning System to flag emerging operational, compliance, and revenue risks in real-time
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Forecast quality and performance trends; provide predictive insights for renewal breakdowns and service degradation
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Build automated performance trackers in Excel and reporting tools to reduce manual reporting overhead
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Translate technical findings into business-focused narratives for senior leadership; quantify revenue and compliance impact
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Conduct root cause analysis on compliance failures, error trends, and performance dips
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Support calibration sessions and provide comparative analysis to maintain scoring consistency and identify coaching priorities
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Collaborate with Operations and Revenue teams to define KPIs, reporting cadence, and data integrity standards
A BIT ABOUT YOU
Experience & Background
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Bachelor's degree in Business, Analytics, Communications, or related field (preferred)
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3–5 years of experience in BPO operations within telecommunications or revenue-generating programs
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At least 2 years of direct experience in sales, renewals, retention, or contract-based programs
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2+ years of demonstrated experience in reporting, analytics, and data analysis in a contact center or operations environment
Technical Skills (Critical)
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Advanced Excel proficiency: VLOOKUP, pivot tables, data consolidation, conditional formatting, formula-driven dashboards
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Experience with business intelligence tools (Power BI, Tableau, Looker, or similar) preferred
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Comfort extracting and manipulating data from SQL databases or cloud-based analytics platforms
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Experience creating executive-level reports and visualizations that translate raw data into business insights
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Strong knowledge of CRM systems and contact center technology platforms
Soft Skills & Attributes
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Strong analytical mindset with attention to detail and ability to spot data anomalies
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Commercial awareness with the ability to connect quality and operational findings to revenue and business impact
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Excellent written and verbal communication; capable of presenting findings to technical and executive audiences
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Confident in delivering structured feedback and corrective coaching to frontline teams
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Self-directed with ability to manage competing priorities and meet tight reporting deadlines
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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:
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Curious and Clever — Smart questions lead to better solutions
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Entrepreneurial Energy — Take ownership and think like a business leader
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Fast with Intent — Move quickly while delivering meaningful results
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Laugh and Learn — Grow together and keep things human

Join the A-Team and experience the A-Life!