Job Description

Job Title: Quality Assurance Analyst

Department: Support – Customer Experience and Quality

Reports To: Quality Assurance Lead

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions designed to engage customers, accelerate sales growth, and elevate the entire auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

We are seeking a detail-oriented and analytical Quality Assurance Analyst to ensure our Business Development Center delivers exceptional customer experiences with precision and integrity. This role is pivotal in maintaining compliance, optimizing performance, and driving continuous improvement across sales and service interactions. By leveraging data insights and coaching expertise, you will help our teams shift into high gear, accelerate with precision, and steer with integrity and respect in every customer engagement.

Key Responsibilities:

1. Quality Auditing & Evaluation

• Conduct thorough audits of recorded and live interactions (calls, emails, text) for BDC Sales and Service teams, ensuring adherence to established scorecards and compliance standards.

• Evaluate agent performance on product knowledge, process accuracy, communication effectiveness, and emotional intelligence.

• Maintain accurate documentation of audit results and track performance trends to identify improvement opportunities.

2. Analytical & Reporting Excellence

• Aggregate and analyze quality data to uncover root causes of performance gaps and emerging trends.

• Prepare regular and ad-hoc reports for leadership, highlighting strengths, opportunities, and the impact of quality initiatives.

• Recommend process, training, and system enhancements based on data-driven insights to optimize efficiency and customer satisfaction.

3. Process & Standard Optimization

• Continuously review and refine scorecards, evaluation processes, and performance standards to align with evolving business needs.

• Serve as a subject matter expert (SME) on quality, providing clarity on complex policies and procedures.

Skills & Qualifications:

Required:

• Minimum of 2+ years in Quality Assurance, Auditing, or Analytics within a call center, sales, or customer service environment.

• Proven expertise in quality monitoring and delivering effective feedback and coaching.

• Strong analytical skills with proficiency in Excel, Google Sheets, or equivalent tools.

• Exceptional written and verbal communication skills for clear articulation of findings and coaching points.

• High proficiency with quality monitoring tools.

• Bachelor's degree or equivalent practical experience preferred.

Preferred:

• Detail-Oriented and Meticulous – Ensures accuracy in audits and reporting.

• Results-Driven and Self-Motivated – Strives for continuous improvement and measurable outcomes.

• Strong Interpersonal and Influencing Skills – Builds trust and drives positive change through coaching.

• Problem-Solving and Critical Thinking – Identifies root causes and recommends effective solutions.

• Data Interpretation and Insight Generation – Transforms data into actionable strategies.

At Pinnacle Intelligence, we believe in empowering leaders who can shift into high gear when challenges arise, accelerate with precision to deliver impactful results, and steer with integrity and respect to build trust and collaboration. As Service Operations Lead, you will play a pivotal role in shaping the future of our organization and driving innovation across the automotive and BPO landscape.

Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a seasoned QA Analyst with a passion for operational excellence and eager to contribute to a dynamic team, we encourage you to apply.