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!