Quality & Reports 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 & 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

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!