{"id":2580920,"url":"https://alion.io/job/acquire-quality-reports-analyst","title":"Quality & Reports Analyst","company":{"id":4418402,"name":"Acquire Intelligence","domain":"acquire.ai","url":"https://alion.io/company/acquire-4","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":15,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1562},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Looker","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-09-14T00:00:00Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-10-15T06:58:48Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"description":"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!\nQuality & Reports Analyst\nProgram: Telecommunications (Voice, Data & Broadband)\nSite: Manila, Philippines\nReporting to: Operations Director\nA SNAPSHOT OF YOUR ROLE\nAs 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.\nApproximately 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.\nThis 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.\nKey Responsibilities\nQuality Oversight & Transaction Validation (40%)\nConduct daily call audits (inbound and outbound) using standardized rubrics\nPerform transaction audits (call and email documentation review, CRM accuracy)\nExecute high-risk spot checks (billing disputes, cancellations, renewals, plan changes)\nValidate adherence (AUX) and behavioral risk monitoring\nReview repeat callers and escalations to identify resolution gaps\nEnsure compliance with scripts, disclosures, authentication, and data privacy requirements\nProvide immediate corrective feedback and structured coaching for performance gaps Reporting, Analytics & Data-Driven Insights (60%)\nDesign, build, and maintain executive dashboards tracking quality, compliance, renewal performance, and risk metrics\nProduce weekly quality scorecards and monthly executive summaries with trend analysis and variance explanations\nAnalyze performance data to identify patterns impacting renewal conversion, churn, documentation accuracy, and repeat contacts\nOperate an Early Warning System to flag emerging operational, compliance, and revenue risks in real-time\nForecast quality and performance trends; provide predictive insights for renewal breakdowns and service degradation\nBuild automated performance trackers in Excel and reporting tools to reduce manual reporting overhead\nTranslate technical findings into business-focused narratives for senior leadership; quantify revenue and compliance impact\nConduct root cause analysis on compliance failures, error trends, and performance dips\nSupport calibration sessions and provide comparative analysis to maintain scoring consistency and identify coaching priorities\nCollaborate with Operations and Revenue teams to define KPIs, reporting cadence, and data integrity standards A BIT ABOUT YOU Experience & Background\nBachelor's degree in Business, Analytics, Communications, or related field (preferred)\n3-5 years of experience in BPO operations within telecommunications or revenue-generating programs\nAt least 2 years of direct experience in sales, renewals, retention, or contract-based programs\n2+ years of demonstrated experience in reporting, analytics, and data analysis in a contact center or operations environment Technical Skills (Critical)\nAdvanced Excel proficiency: VLOOKUP, pivot tables, data consolidation, conditional formatting, formula-driven dashboards\nExperience with business intelligence tools (Power BI, Tableau, Looker, or similar) preferred\nComfort extracting and manipulating data from SQL databases or cloud-based analytics platforms\nExperience creating executive-level reports and visualizations that translate raw data into business insights\nStrong knowledge of CRM systems and contact center technology platforms Soft Skills & Attributes\nStrong analytical mindset with attention to detail and ability to spot data anomalies\nCommercial awareness with the ability to connect quality and operational findings to revenue and business impact\nExcellent written and verbal communication; capable of presenting findings to technical and executive audiences\nConfident in delivering structured feedback and corrective coaching to frontline teams\nSelf-directed with ability to manage competing priorities and meet tight reporting deadlines\nProactive 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:\nCurious and Clever - Smart questions lead to better solutions\nEntrepreneurial Energy - Take ownership and think like a business leader\nFast with Intent - Move quickly while delivering meaningful results\nLaugh and Learn - Grow together and keep things human\nJoin the A-Team and experience the A-Life!","description_format":"text","description_chars":5021,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T01:54:01Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.369,"p_room":0.45,"age_days":31,"expected_fill_days":20,"reasons":["conf:3","stale_co","win:tail","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/acquire-quality-reports-analyst","json_url":"https://alion.io/job/acquire-quality-reports-analyst.json","meta":{"generated_at":"2026-10-15T07:10:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10860,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4418402},"rest":"https://alion.io/mcp/rest/get_company?id=4418402"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Facquire-quality-reports-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Facquire-quality-reports-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Facquire-quality-reports-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/acquire-quality-reports-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Facquire-quality-reports-analyst"}]}