Quality Analyst at Acquire Intelligence

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

0.0

Posted On

02 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Analytical Skills, Coaching Skills, Attention to Detail, Microsoft Office, Communication Skills, Interpersonal Skills, Flexibility, CRM Tools, Team-Oriented, Proactive Mindset

Industry

Outsourcing and Offshoring Consulting

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! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. Advance Your Career - Join us today and be part of a team where your work makes an impact! WHY JOIN THE A-TEAM? Come for a career, stay for the fun! · HMO coverage for you and your family** · Yearly Kick Off Parties with major giveaways (like the car in 2023) · Get recognized through our ‘Value Awards’ · Grow your career - yes, we love to promote internally · Do meaningful work and collaborate with the best · 900 promotions given each year · 2,700+ leadership training courses A Glimpse into Your New Role As a Quality Analyst, you’ll play a key role in evaluating customer interactions to ensure service excellence. You'll conduct end-to-end transaction monitoring and provide actionable insights through root-cause analysis and coaching. You’ll be instrumental in reinforcing behaviors that lead to great customer experience and correcting those that don’t, while working closely with Operations, Training, and other stakeholders. Your day could see you: Monitor live or recorded agent interactions (voice and non-voice) for compliance Conduct coaching sessions and certify new hires prior to Ops endorsement Report daily/weekly/monthly quality trends with analysis and action items Identify improvement opportunities and escalate critical errors Collaborate with stakeholders on calibration sessions and QA rollouts Handle disputes on evaluations and contribute to performance reviews Recommend and support process improvements tied to quality and customer experience Perform occasional calls/back-office support and audits as required What You’ll Bring At least 1 year of quality assurance experience, preferably in BPO or customer experience roles Excellent analytical and coaching skills Strong judgment, objectivity, and attention to detail Proficiency in Microsoft Office (Excel, Word, PowerPoint) Strong communication and interpersonal skills Ability to handle multiple campaigns and shift priorities as needed Flexibility to work different shifts and sites as required Knowledge in CRM/KRM tools is a plus Team-oriented with a proactive and collaborative mindset WHAT WE VALUE We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: · Curious and Clever: Smart questions spark smart solutions. · Entrepreneurial Energy: Think like an owner. Solve like a founder. · Fast with Intent: We move fast and deliver real results. · Laugh and Learn: We don’t take ourselves too seriously, just our results. What are you waiting for? Come for a career, stay for the fun! Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/

Responsibilities

As a Quality Analyst, you will evaluate customer interactions to ensure service excellence and conduct end-to-end transaction monitoring. You will provide actionable insights through root-cause analysis and coaching, collaborating with various stakeholders.