Quality Analyst

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 Analyst

Program: Telecommunications (Voice, Data & Broadband) Site: Manila, Philippines Reporting to: Quality Assurance Manager and Operations Manager

A SNAPSHOT OF YOUR ROLE

As a Quality Analyst, you are responsible for independently validating frontline execution while actively contributing to performance improvement across the telecommunications customer service and renewal program.

Your role goes beyond traditional QA auditing. You will conduct call and transaction audits, analyze trends, identify revenue and compliance risks, and deliver structured coaching and performance feedback to drive measurable improvement.

This position requires strong reporting expertise, hands-on experience in sales and renewal environments, and proven capability in coaching and performance management within a contact center setting.

Key Responsibilities

Quality & Transaction Oversight

Conduct daily call audits (inbound and outbound)

Perform transaction audits (call and email documentation review)

Execute high-risk spot checks (billing disputes, cancellations, renewals, plan changes)

Validate CRM documentation and resolution coding accuracy

Conduct adherence (AUX) validation and behavioral risk monitoring

Review repeat callers and escalations to identify resolution gaps

Compliance, Revenue & Risk Protection

Ensure adherence to scripts, disclosures, authentication, and data privacy requirements

Monitor compliance with internal controls and policy standards

Track and report critical errors under zero-tolerance policies

Identify revenue leakage risks, renewal breakdowns, and systemic issues

Coaching, Performance Management & Behavior Reinforcement

Provide immediate corrective feedback for high-risk findings

Conduct structured QA coaching sessions to address performance gaps

Partner with Team Leads to reinforce corrective action plans

Track post-coaching improvements and validate behavior correction

Support performance improvement initiatives tied to renewal and service outcomes

Develop call exemplars to reinforce best practices

Reporting, Analytics & Continuous Improvement

Produce weekly and monthly quality dashboards and executive reports

Build and maintain performance trackers for compliance, renewals, and risk exposure

Analyze trends impacting renewal conversion, churn, documentation accuracy, and repeat contacts

Operate an Early Warning System to flag emerging operational and revenue risks

Support calibration sessions to maintain scoring consistency

a Bit About You

Bachelor’s degree in business, Communications, Analytics, 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

Demonstrated experience handling coaching and performance management in a contact center environment

Strong expertise in reporting and analytics (advanced Excel; dashboard creation preferred)

Experience building executive-level reports and translating data into actionable insights

Strong understanding of CRM documentation standards and contact center processes

Experience in quality auditing, compliance monitoring, or transaction validation

Commercial awareness with the ability to connect quality findings to revenue impact

Confident communicator capable of delivering structured and corrective feedback

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

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