Support Services Analyst , Quality, Workforce Management and Reporting

About the role

The Support Services Analyst is a hybrid role covering three critical operational support functions in one position: Quality Assurance (QA), Workforce Management (WFM) and Management Information Systems (MIS). This structure gives Corpshore Philippines a single accountable owner across the interlocked functions that drive performance, capacity and reporting for each client engagement. You will monitor interactions and audit against quality scorecards, forecast and schedule the workforce to meet volume and SLA targets, and design and maintain the reporting infrastructure that gives clients and Corpshore leadership real-time visibility into program performance. This role is Corpshore-managed and non-billable, sitting within our internal operations overhead. It is offered as a fixed-term contract engagement, renewable based on performance and program continuity, and is a critical build-out role as our Philippines operation scales, with a conversion pathway and direct progression to Senior Analyst, Support Services Manager and Operations Manager positions.

Responsibilities

• QUALITY ASSURANCE - Monitor a statistically valid sample of CSA interactions daily across voice, chat, email and social channels using the client-approved QA scorecard
• QUALITY ASSURANCE - Score interactions against the QA framework covering communication quality, policy adherence, resolution effectiveness and brand voice compliance
• QUALITY ASSURANCE - Deliver individual coaching feedback to CSAs within 24 to 48 hours of interaction, either directly or via the Team Leader
• QUALITY ASSURANCE - Conduct weekly calibration sessions with Team Leaders and client QA teams to ensure scoring consistency across raters
• QUALITY ASSURANCE - Identify systemic quality trends and root causes, presenting findings and recommendations to Operations Manager weekly
• QUALITY ASSURANCE - Author and maintain the QA scorecard including definitions, weightings and evaluation guidelines in coordination with client stakeholders
• QUALITY ASSURANCE - Investigate customer complaints, service failures and escalations, providing root cause analysis and corrective action recommendations
• QUALITY ASSURANCE - Support ISO 27001 aligned data handling audits and SOC 2 Type II compliance reviews as applicable to the client program
• WORKFORCE MANAGEMENT - Forecast contact volume by channel, interval and program using historical trend analysis, seasonality patterns and client-provided drivers
• WORKFORCE MANAGEMENT - Build agent schedules that meet forecasted volume within service level targets while respecting labour law, break structures and shift preferences
• WORKFORCE MANAGEMENT - Manage the shift bid process, leave request approvals and shift swap workflows within the pod
• WORKFORCE MANAGEMENT - Monitor real-time adherence including agent state, break compliance and unplanned absenteeism, taking corrective action within the shift
• WORKFORCE MANAGEMENT - Manage intraday reforecasting and shift extension or curtailment based on live volume performance
• WORKFORCE MANAGEMENT - Coordinate surge planning for peak seasons, marketing campaigns, product launches and event-driven volume spikes
• WORKFORCE MANAGEMENT - Maintain the WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM or Assembled) with accurate staffing, forecast and schedule data
• MIS AND REPORTING - Build and maintain the daily operational dashboard covering CSAT, FCR, AHT, QA score, adherence, SLA attainment and staffing versus schedule
• MIS AND REPORTING - Author the weekly client performance report covering all contractual KPIs with trend analysis and commentary
• MIS AND REPORTING - Author the monthly Business Review deck covering full-month performance, executive summary, achievements, risks and action items
• MIS AND REPORTING - Author the Quarterly Business Review (QBR) deck for client executive stakeholders including trend analysis, benchmarking and strategic recommendations
• MIS AND REPORTING - Design ad hoc analyses and deep dives requested by client stakeholders or Corpshore leadership
• MIS AND REPORTING - Maintain the reporting infrastructure in Excel, Google Sheets, Power BI, Tableau, Looker Studio, Sigma or client-provided platforms
• MIS AND REPORTING - Automate recurring reports where possible using SQL, Python, VBA or platform-native automation to reduce manual work
• MIS AND REPORTING - Ensure data accuracy, definitional consistency and audit trail integrity across all reporting deliverables
• CROSS-FUNCTIONAL - Coordinate closely with Team Leaders on quality trends, coaching priorities and performance risks
• CROSS-FUNCTIONAL - Coordinate closely with Operations Manager on capacity planning, hiring decisions and program-level strategic decisions
• CROSS-FUNCTIONAL - Coordinate closely with HR on attrition trending, hiring pipeline and workforce planning inputs
• CROSS-FUNCTIONAL - Represent QA, WFM and MIS perspectives in client-facing weekly reviews, monthly QBRs and executive escalations

Qualifications

• At least 3 years of combined experience across QA, WFM or MIS functions in a BPO or contact centre environment
• At least 1 year of hands-on experience in each of the three functional areas (QA, WFM and MIS), or 2 years deep in one with proven learning agility in the others
• Bilingual fluency in English and Tagalog for interaction monitoring, coaching delivery and stakeholder communication
• Bachelor's degree in Statistics, Business Analytics, Industrial Engineering, IT, Business Administration or a related field
• Advanced Microsoft Excel skill including PivotTables, VLOOKUP, INDEX/MATCH, XLOOKUP, complex nested formulas and basic macro or VBA capability
• Working knowledge of at least one Business Intelligence platform (Power BI, Tableau, Looker, Sigma, Domo or Qlik)
• Experience with at least one contact centre WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM, Assembled, Playvox WFM or Injixo)
• Experience with at least one contact centre Quality Monitoring platform (NICE Quality Central, Verint Quality Management, Calabrio, Playvox, Observe.AI or Genesys)
• Strong analytical reasoning and comfort translating raw operational data into narrative insight
• Presentation-quality PowerPoint and Google Slides authoring for weekly, monthly and quarterly client reviews
• Ability to work rotating shifts as needed for real-time WFM coverage across 24/7 operations
• Willingness to work fully onsite at the assigned Corpshore Philippines delivery centre
• Legal right to work in the Philippines and valid government-issued identification for pre-employment requirements

Nice to have

• COPC Registered Coordinator, COPC-certified Implementation Leader or COPC High Performance Management Techniques (HPMT) certification
• Six Sigma Green Belt or Black Belt certification with documented process improvement projects
• SQL fluency including joins, subqueries, window functions and query optimisation
• Python or R for data analysis including pandas, NumPy or tidyverse and data visualisation libraries
• Experience with client-side reporting tools including Salesforce Reports, HubSpot Reports, Zendesk Explore or Genesys reporting
• Experience supporting SOC 2 Type II audits, ISO 27001 audits or HIPAA compliance reviews
• Prior experience presenting to client executive stakeholders in weekly or monthly business review formats
• Prior forecasting experience using Erlang C, Erlang A or advanced statistical forecasting methods
• Prior experience with real-time analytics dashboards and operational alerting infrastructure
• Key Skills and Competencies
• Analytical thinking with the ability to move from raw data to actionable insight quickly
• Attention to detail in scoring, reporting and forecasting accuracy
• Cross-functional coordination across operations, HR, IT and client-facing teams
• Presentation skill for weekly, monthly and quarterly business reviews with client stakeholders
• Written communication for scorecards, RCA documents, executive summaries and coaching feedback
• Systems thinking for understanding how QA outcomes, staffing decisions and reporting narratives interconnect
• Coaching ability for delivering QA feedback constructively to CSAs and Team Leaders
• Adaptability across multiple client programs, verticals and reporting frameworks
• Time management for balancing daily operational reporting, weekly reviews and monthly deep-dive analyses
• Data integrity discipline including audit trail maintenance, definitional consistency and version control
• Performance Expectations
• You will be measured on the following performance metrics:
• Performance Metric :: Target
• QA Scorecard Coverage :: ≥ 4 interactions per CSA per week
• Calibration Consistency Score :: ≥ 90% inter-rater agreement
• Forecast Accuracy (Volume) :: ≥ 92% MAPE within 4 weeks
• Schedule Efficiency :: ≥ 88% (staff hours vs required)
• Real-time Adherence Response :: Corrective action within 15 min
• Weekly Client Report Delivery :: 100% on-time
• MBR and QBR Delivery :: 100% on schedule, zero data errors
• RCA Turnaround :: ≤ 5 business days from incident

What we offer

• Competitive contract rate reflecting the three-function (QA, WFM, MIS) scope, reviewed at each renewal
• Performance incentive tied to forecast accuracy, QA coverage and reporting delivery consistency
• Statutory contributions and 13th month pay administered in line with Philippine law for the engagement type
• Company-provided workstation with dual-monitor IT setup for onsite delivery
• Fully paid onboarding and sponsored certification opportunities (COPC, Six Sigma, SWPP, IEX, Verint, Calabrio) for strong performers
• Access to enterprise analytics platform licenses (Power BI, Tableau or Looker Studio) for skill development
• Meal and transportation support on qualifying shifts
• Referral incentives and access to the Corpshore Solutions Corporation global operations community
• Fixed-term engagement, typically 6 to 12 months, renewable based on performance and program continuity
• Conversion pathway to a regular Corpshore Philippines role, and progression to Senior Analyst, Support Services Manager and Operations Manager, for strong performers
• This role is engaged as a fixed-term contract rather than permanent employment. Exact terms are confirmed in your individual contract.

How the process works

Apply below. Our talent acquisition team reviews applications and typically responds within five business days. Shortlisted candidates move to an initial screen, a role assessment, and a final interview, followed by pre-employment screening.