Quality Assurance and Reporting Analyst

About the role

We are looking for a detail‑oriented Quality Assurance and Reporting Analyst to strengthen our quality monitoring program. The role focuses on using Verint Automated Quality Management (AQM) to design evaluation tools, track performance metrics, and deliver actionable insights to leadership.

Key responsibilities

• Conduct quality evaluations to ensure compliance with company standards and customer experience expectations.
• Design, build, and maintain Verint AQM forms, KPIs, and reporting dashboards.
• Generate, analyze, and interpret AQM reports to identify trends, gaps, and improvement opportunities.
• Provide feedback and coaching insights to frontline teams and leadership.
• Partner with Operations and Training teams to recommend process improvements.
• Support calibration sessions to ensure scoring consistency and fairness.
• Maintain accurate documentation and quality records.

Required profile

• Bachelor’s degree.
• 2+ years of experience in Quality Assurance, Quality Control, or a similar role.
• Customer service experience, preferably in a contact‑center environment.
• Strong analytical, problem‑solving, and communication skills.

Required skills

• Proficiency with Verint AQM (building forms, managing KPIs, creating reports).
• Advanced Microsoft Excel skills.
• General Microsoft Office proficiency.
• Experience using Windows operating systems.

What we offer

• Monthly salary of PHP 40,000.
• Night differential and Philippine government contributions.
• Standard Monday‑Friday 08:00‑17:00 schedule with Saturday coverage.