[ref. k28810800] Quality and Performance Analyst

The analyst plays a key role in driving operational excellence through data insights and continuous improvement.

• 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.

• 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.

• 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.

• 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.

• 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