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%)

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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!