Business Analyst
On-siteParanaque City, Metro Manila, Philippines
Job Summary
Conduct quality audits of calls, emails, tickets, cases, chats, and back-office transactions against approved scorecards. Provide constructive feedback to employees and operational leaders to support coaching and performance improvement. Analyze quality performance trends and audit outcomes to produce comprehensive daily, weekly, monthly, and quarterly reports. Identify opportunities to enhance operational workflows, customer experience, and quality frameworks while monitoring adherence to company policies and regulatory obligations. Requires minimum 3 years' experience in Quality Assurance or related operational roles, advanced Microsoft Excel skills, and strong analytical and communication abilities. Onsite position at Harton Corporate Center, Parañaque City with shifting schedule.
Required Qualifications
- Minimum 3 years' experience in a Quality Assurance, Quality Control, Compliance, Training, or Operational Excellence role
- Experience in a BPO, shared services, contact center, customer service, security services, healthcare, workforce management, or related operational environment
- Strong analytical, problem-solving, audit-conducting, and coaching/feedback delivery skills
- Advanced Microsoft Excel skills (including Pivot Tables, XLOOKUP/VLOOKUP, dashboards, formulas, and data analysis) alongside strong reporting capabilities
- Excellent verbal and written communication skills with the ability to work effectively alongside multiple stakeholders and operational teams
- Bachelor's Degree in Business, Management, Psychology, Information Systems, Statistics, or a related discipline
Desired Qualifications
- Experience using quality monitoring, CRM, workforce management, or ticketing systems
- Experience creating dashboards and reports using Power BI, as well as experience with SharePoint, Power Apps, and Power Automate
- Knowledge of Lean, Six Sigma, or Continuous Improvement methodologies
- Experience supporting operational transformation and quality improvement projects
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