Quality Assurance Analyst Order-to-Cash | TP ALABANG

Job Description:

Quality Monitoring & Evaluation

• Conduct quality audits and transaction reviews across the end-to-end Order-to-Cash lifecycle.
• Evaluate employee performance against defined quality standards, process requirements, and client expectations.
• Perform quality assessments covering:
• Credit Management
• Order Processing
• Billing and Invoicing
• Accounts Receivable
• Collections
• Cash Application
• Ensure compliance with SOPs, policies, controls, and regulatory requirements.
• Maintain accuracy and consistency in quality evaluations using established scorecards and audit methodologies.

Quality Analysis & Process Improvement

• Analyze quality results, operational metrics, and error trends to identify process gaps and performance improvement opportunities.
• Conduct root cause analysis for recurring quality issues, defects, and escalations.
• Recommend corrective and preventive actions to improve quality performance and operational effectiveness.
• Partner with Operations and Process Excellence teams to drive continuous improvement initiatives.
• Support implementation and monitoring of quality improvement action plans.

Coaching & Performance Support

• Provide structured and actionable feedback to employees and team leaders based on quality findings.
• Highlight coaching opportunities to improve process adherence, accuracy, productivity, and customer experience.
• Collaborate with Training teams to identify knowledge gaps and recommend refresher training programs.
• Monitor the effectiveness of coaching interventions and improvement plans.
• Support employee development by sharing best practices and quality expectations.

Calibration & Governance

• Facilitate and participate in calibration sessions with Operations, Training, and client stakeholders.
• Ensure consistent interpretation and application of quality standards across teams.
• Maintain audit guidelines, quality scorecards, and evaluation frameworks.
• Support internal audits, client audits, and compliance reviews.
• Assist in documenting quality processes, controls, and governance requirements.

Reporting & Insights

• Prepare and maintain quality dashboards, reports, and performance summaries.
• Track key quality metrics including accuracy, compliance, critical errors, defect rates, and process adherence.
• Provide trend analysis and recommendations to leadership and stakeholders.
• Present quality findings and improvement opportunities during operational reviews and business meetings.
• Monitor quality KPIs and support service delivery targets through data-driven insights.

Required Qualifications & Skills

Experience

• Minimum 2-3 years of experience as a Quality Assurance Analyst, Quality Specialist, or QA Auditor within a BPO, Shared Services, GCC, or captive operations environment.
• Minimum 2-3 years of hands-on experience in Order-to-Cash operations.
• Experience conducting transaction audits, process reviews, and performance evaluations.
• Experience in quality monitoring, calibration, and coaching activities.

O2C Domain Expertise

Working knowledge of:

• Credit Management
• Order Management
• Billing and Invoicing
• Accounts Receivable
• Collections
• Cash Application
• Customer Account Management
• O2C Process Controls and Compliance

Technical & Analytical Skills

• Strong analytical and problem-solving skills.
• Experience with quality monitoring methodologies and audit processes.
• Ability to perform root cause analysis and identify process improvement opportunities.
• Advanced proficiency in Microsoft Office tools, particularly Excel, PowerPoint, and Word.
• Experience creating quality reports, dashboards, and performance scorecards.
• Knowledge of quality frameworks, process controls, and compliance standards.
• Ability to interpret operational data and convert findings into actionable recommendations.

Communication & Interpersonal Skills

• Excellent verbal and written English communication skills.
• Strong coaching and feedback delivery capabilities.
• Effective stakeholder management and collaboration skills.
• Ability to influence performance improvement through data-driven insights.
• Strong attention to detail and commitment to quality excellence.

Preferred Qualifications

• Experience supporting global clients and geographically distributed teams.
• Exposure to ERP platforms such as SAP, Oracle, NetSuite, or Microsoft Dynamics.
• Background in Shared Services, BPO, SSC, GCC, or Finance & Accounting operations.
• Certification in Quality Management, Lean Six Sigma, COPC, ISO, or related disciplines is an advantage.
• Experience with quality analytics and reporting tools.