Analyst, Quality Assurance

Bringing smiles is what we do at TTEC… for you and the customer. As a Quality Assurance Analyst working onsite in Lipa City, Batangas Philippines, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

You will monitor daily loan application flow across Personal, Student, and In School Loans, ensuring cases move efficiently through input, throughput, and output stages. You are responsible for maintaining SLA compliance, proactively identifying risks such as aging or backlog and taking action to prevent breaches. By understanding the loan origination process, you will identify bottlenecks and recommend improvements that enhance turnaround time and operational performance. You will also provide basic data insights and visibility to support decision-making and track trends. This is a client-facing, high-impact role, where your ability to manage workflow and maintain delivery standards directly influences business outcomes and client confidence.

You'll report to Manager, Quality Assurance. You’ll contribute to the success of the customer experience as well as the overall success of the team.

During a Typical Day, You’ll

•    Own daily monitoring of Personal Loans (PL), Student Loans (SL), and In‑School Loans (ISL) applications across input, throughput, and output, ensuring end‑to‑end case flow is performing in line with expectations in a highly client-visible environment
•    Drive SLA adherence and operational integrity, ensuring all loan applications are worked within defined timelines and consistently meet client commitments
•    Proactively intervene and escalate risks related to case aging or potential SLA breaches, minimizing impact to client deliverables and turnaround expectations
•    Act as a control point for performance, with a deep understanding of the loan origination lifecycle, identifying bottlenecks, gaps, and inefficiencies that may impact throughput and quality
•    Support data-driven visibility through basic data visualization (line graphs, pivot tables, trend tracking) to provide insights into application flow, SLA performance, and risk areas
•    Recommend and support process improvements by identifying recurring pain points across PL, SL, and ISL workflows and aligning solutions that enhance efficiency and accuracy
•    Operate under direct leadership guidance, with high accountability, as outputs from this role directly influence client experience, SLA performance, and operational credibility

What You Bring to the Role

·         Associate degree, technical school or equivalent work experience
·         Engage and support in making sure the team has the proper tools to accomplish day-to-day tasks
·         Consistently mentor and inspire others
·         Customer service and call center experience
·         Understanding, interpreting, and manipulating data for reporting

What You Can Expect

·         Supportive of your career and professional development
·         An inclusive culture and community minded organization where giving back is encouraged
·         A global team of curious lifelong learners guided by our company values
·         Ask us about our paid time off (PTO) and wellness and healthcare benefits
·         And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit www.mybenefits.ttec.com for more information.  

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Onsite