Quality and Performance Analyst

IMPACT - Training / Marketing / Consulting

Pasig City, Metro Manila
Permanent
Full-time

11 hours ago

The Quality & Performance Analyst is responsible for tracking, analyzing, and evaluating individual and team performance across projects. This role ensures that KPIs, SLAs, and quality metrics are met consistently and recommends targeted interventions to address underperformance. The analyst plays a key role in driving operational excellence through data insights and continuous improvement.Performance Monitoring & Reporting

Collect, encode, and consolidate data on key performance indicators (KPIs) such as attendance, productivity, accuracy, quality, resolution, average handling time and SLA adherence.
Maintain real-time dashboards and scorecards for client visibility.
Generate weekly and monthly performance reports across projects.

Analysis & Insight

Perform variance and trend analysis to detect performance issues and root causes.
Provide actionable insights and recommendations to managers and team leads.
Monitor improvement plans and follow up on implementation and outcomes.

Quality Assurance Support

Review quality assurance reports and scorecards to ensure consistency.
Coordinate with Trainers to identify common gaps in quality or compliance.
Assist in maintaining quality audit frameworks and updating performance criteria as needed.

Collaboration & Process Improvement

Work closely with management, department heads, team leads, and operations to align on targets and performance initiatives.
Recommend improvements in operational processes based on data findings.
Support training interventions by identifying specific coaching or upskilling needs.

Bachelor’s degree in Business Administration, Statistics, Industrial Engineering, Operations Management, Information Systems, or any relevant field.
Certifications in Quality Management (e.g., Six Sigma Yellow/Green Belt), Data Analytics, or Workforce Analytics are an advantage.
2 years experience in a similar role within a BPO, Shared Services, or Service-oriented company.
Proven experience in KPI tracking, performance reporting, and quality management systems.
Background in data analysis, operations support, or workforce management is preferred.

Key Skills & Competencies

Advanced knowledge in Excel (pivot tables, formulas, charts) and Google Sheets
Strong analytical and critical thinking skills
Ability to communicate findings and recommendations clearly
High attention to detail and organizational skills
Knowledge of common service delivery KPIs: AHT, CSAT, QA Score, Productivity, etc.;
Strong interpersonal and cross-functional collaboration skills
Ability to work under pressure and handle confidential data

Entry Level / Junior, Apprentice Sales and Marketing Marketing / Advertising / Sales 1 opening Bachelor's degree graduatefacebook.com/ImpactTrainingConsultancyIMPACT Training & Consultancy is a company committed to the advancement and excellence of its multi-national clients across several industries. We run nation-wide operations by a team of dynamic and highly competent individuals who aim to make an impact on each of our clients’ organizations. We do this by strengthening and intensifying their capabilities through effective training, management planning, analysis, and implementations.IMPACT offers career opportunities across several workforces, providing a unique career experience depending on your skills, career goals and personal learning objectives.

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