QA Analytics Manager

2 hours ago

Pasig, National Capital Region, Philippines INSTAR CAREERS & JOBS Full time $40,000 - $60,000 per year

Job overview and responsibility

A. Data Insights and Reporting

  • Lead the end-to-end analysis of Quality, CSAT/NPS, FCR and customer experience metrics across multiple programs.

  • Produce daily, weekly and monthly insights highlighting performance drivers, trends and risk indicators.

  • Build standardized reporting dashboards to support Operations decision-making.

  • Translate data into clear, easy-to-understand insights for non-technical leaders.

B. Root Cause Analysis (RCA)

  • Perform deep-dive RCA on quality variances, customer dissatisfaction drivers, repeat callers and process gaps.

  • Partner with Operations, Training and QA to determine root causes and recommend corrective actions.

  • Validate impact of implemented action plans through post-RCA analysis.

C. Performance Improvement

  • Identify opportunities to improve agent behavior, process compliance, training content and customer touchpoints.

  • Proactively detect early-warning signs (EWS) that impact CSAT, FCR and Quality.

  • Provide targeted insights for coaching and operational interventions.

D. Collaboration and Stakeholder Management

  • Work directly with Operations Managers and Team Leaders to explain insights and drive accountability.

  • Collaborate with QA, Training, WFM and Client counterparts to align improvement strategies.

  • Present findings in business reviews, calibration calls and client meetings.

E. People Leadership

  • Lead and develop a team of QA Analysts and QA Analytics Supervisors.

  • Ensure consistent analytics methodology, data accuracy and insight quality.

  • Upskill the team in analytical capability, storytelling, and business impact analysis.

Required skills and experiences

  • College degree in Business, Statistics, Economics, Engineering or any related field.

  • 3-5 years of experience in QA analytics, CX analytics or business intelligence in a BPO setting.

  • Non degree holder can be considered as long as min of 5 years' experience in the same capacity.

  • Strong understanding of contact center metrics, customer experience KPIs and QA processes.

  • Proficient in Excel, data visualization tools (Tableau, Power BI) and statistical analysis.

  • Strong business communication, data storytelling and presentation skills.

Preferred skills and experiences

  • Experience leading analysts is preferred.

Why Candidate should apply this position

Allowance

  • PHP monthly rice allowance from Day 1

HMO

  • Day 1 coverage + 1 free dependent

  • Optional to enroll one more (premium will be salary deducted)

  • 10 VL (earned monthly)

  • 10 SL (earned monthly)

  • Annual Leaves

  • 1 Birthday Leave

  • 3 Emergency Leaves (supporting docs required) from Day 1

  • Other Govt-mandated leaves

  • Annual Leaves are available for Full-Time employees (probationary for 6 months before regularization) except for Emergency Leaves.

Report to

Line Manager

Interview process

3 rounds

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