Quality Experience Analyst

Acquire Intelligence View all jobs

Mandaluyong City, Metro Manila
Permanent
Full-time

16 days ago

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!POSITION DESCRIPTIONPOSITION: QA SpecialistLOCATION: Manila, PhilippinesREPORTING TO: Quality and Customer Experience ManagerSNAPSHOT OF THE ROLEThe QA Specialist plays a critical role in safeguarding and continuously improving service quality across operations. This role ensures quality frameworks, scoring conventions, and audit processes are consistently applied to meet client, operational, and business standards. Working closely with Operations and Operational Excellence, the QA Specialist drives insight-led improvements that support performance, capability uplift, and sustainable outcomes.A BIT ABOUT YOU

Apply and reinforce Quality Assurance standards, frameworks, and scoring methodologies aligned to business and client expectations.
Design and deliver short- and long-term quality enablement initiatives to build capability across teams.
Conduct regular quality audits using agreed methodologies and sample sizes.
Analyse audit results to identify trends, risks, and opportunities for improvement.
Produce clear, accurate, and timely reporting that supports decision-making and action planning.
Partner with Operations and Operational Excellence to implement corrective and preventative actions.
Proactively identify quality risks and drive continuous improvement initiatives.

WHAT SUCCESS LOOKS LIKE

Consistent application of quality standards across all applicable programs.
Actionable insights that lead to measurable improvements in quality performance.
Strong partnerships with operational leaders to embed quality-led thinking.
Reduced rework, defects, and quality-related escalations.
High levels of accuracy, attention to detail, and data integrity in reporting.
Effective prioritisation and delivery in a fast-paced operational environment.

WHAT WE VALUEAt Acquire Intelligence, we’re proud of our diverse global team and our shared commitment to the values that guide how we work and grow together:

Curious and Clever – We ask smart questions to unlock better solutions.
Entrepreneurial Energy – We think like owners and act with accountability.
Fast with Intent – We move quickly, with purpose, to deliver meaningful outcomes.
Laugh and Learn – We stay humble, learn continuously, and enjoy the journey.

Acquire Intelligence is a global business outsourcer focused on connecting organisations with skilled talent worldwide. Our mission is to be the partner of choice for growth by enabling businesses to access the right capability, at the right scale, and at the right cost.I have read and understood this Position Description and agree to perform the responsibilities outlined while employed by Acquire Intelligence.Signed by the employeeName:
Date:Signed by Acquire IntelligenceName:
Date:Join the A-Team and experience the A-Life!

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