Support Services Analyst, Quality, Workforce Management and Reporting

About the role

Ang Support Services Analyst usa ka hybrid role nga naglangkob sa tulo ka kritikal nga operational support function sa usa ka posisyon: Quality Assurance (QA), Workforce Management (WFM) ug Management Information Systems (MIS). Kini nga istruktura naghatag sa Corpshore Philippines og usa ka accountable owner sa magkasumpay nga mga function nga nagdrive sa performance, capacity ug reporting alang sa matag client engagement. Bantayan ninyo ang mga interaction ug i-audit batok sa quality scorecards, mag-forecast ug mag-schedule sa workforce aron matuman ang volume ug SLA targets, ug idisenyo ug ipadayon ang reporting infrastructure nga naghatag sa mga client ug Corpshore leadership og real-time visibility sa program performance. Kini nga role Corpshore-managed ug non-billable, naa sulod sa among internal operations overhead. Gitanyag kini isip fixed-term contract engagement, renewable base sa performance ug program continuity, ug usa ka kritikal nga build-out role samtang motubo ang among operasyon sa Pilipinas, adunay conversion pathway ug direkta nga progression ngadto sa Senior Analyst, Support Services Manager ug Operations Manager positions.

Responsibilities

• QUALITY ASSURANCE - Adlaw-adlaw nga bantayan ang usa ka statistically valid nga sample sa CSA interactions sa voice, chat, email ug social channels gamit ang client-approved QA scorecard
• QUALITY ASSURANCE - Sukdon ang mga interaction batok sa QA framework nga naglangkob sa communication quality, policy adherence, resolution effectiveness ug brand voice compliance
• QUALITY ASSURANCE - Maghatod og individual coaching feedback sa mga CSA sulod sa 24 hangtod 48 ka oras gikan sa interaction, direkta o pinaagi sa Team Leader
• QUALITY ASSURANCE - Magpahigayon og weekly calibration sessions kauban ang Team Leaders ug client QA teams aron masiguro ang scoring consistency sa mga rater
• QUALITY ASSURANCE - Ilhon ang systemic quality trends ug root causes, ipresentar ang findings ug recommendations sa Operations Manager matag semana
• QUALITY ASSURANCE - Magsulat ug magpadayon sa QA scorecard lakip ang definitions, weightings ug evaluation guidelines uban sa client stakeholders
• QUALITY ASSURANCE - Imbestigahan ang customer complaints, service failures ug escalations, maghatag og root cause analysis ug corrective action recommendations
• QUALITY ASSURANCE - Suportahan ang ISO 27001 aligned data handling audits ug SOC 2 Type II compliance reviews sumala sa applicable sa client program
• WORKFORCE MANAGEMENT - Mag-forecast sa contact volume sumala sa channel, interval ug program gamit ang historical trend analysis, seasonality patterns ug client-provided drivers
• WORKFORCE MANAGEMENT - Maghimo og agent schedules nga motuman sa forecasted volume sulod sa service level targets samtang gisunod ang labour law, break structures ug shift preferences
• WORKFORCE MANAGEMENT - Dumalahan ang shift bid process, leave request approvals ug shift swap workflows sulod sa pod
• WORKFORCE MANAGEMENT - Bantayan ang real-time adherence lakip ang agent state, break compliance ug unplanned absenteeism, maghimo og corrective action sulod sa shift
• WORKFORCE MANAGEMENT - Dumalahan ang intraday reforecasting ug shift extension o curtailment base sa live volume performance
• WORKFORCE MANAGEMENT - I-coordinate ang surge planning alang sa peak seasons, marketing campaigns, product launches ug event-driven volume spikes
• WORKFORCE MANAGEMENT - Ipadayon ang WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM o Assembled) nga adunay tukma nga staffing, forecast ug schedule data
• MIS AND REPORTING - Himoon ug ipadayon ang daily operational dashboard nga naglangkob sa CSAT, FCR, AHT, QA score, adherence, SLA attainment ug staffing versus schedule
• MIS AND REPORTING - Magsulat og weekly client performance report nga naglangkob sa tanang contractual KPIs nga adunay trend analysis ug commentary
• MIS AND REPORTING - Magsulat og monthly Business Review deck nga naglangkob sa full-month performance, executive summary, achievements, risks ug action items
• MIS AND REPORTING - Magsulat og Quarterly Business Review (QBR) deck alang sa client executive stakeholders lakip ang trend analysis, benchmarking ug strategic recommendations
• MIS AND REPORTING - Magdisenyo og ad hoc analyses ug deep dives nga gihangyo sa client stakeholders o Corpshore leadership
• MIS AND REPORTING - Ipadayon ang reporting infrastructure sa Excel, Google Sheets, Power BI, Tableau, Looker Studio, Sigma o client-provided platforms
• MIS AND REPORTING - I-automate ang recurring reports kung mahimo gamit ang SQL, Python, VBA o platform-native automation aron makunhoran ang manual work
• MIS AND REPORTING - Siguroon ang data accuracy, definitional consistency ug audit trail integrity sa tanang reporting deliverables
• CROSS-FUNCTIONAL - Makig-coordinate nga suod sa Team Leaders bahin sa quality trends, coaching priorities ug performance risks
• CROSS-FUNCTIONAL - Makig-coordinate nga suod sa Operations Manager bahin sa capacity planning, hiring decisions ug program-level strategic decisions
• CROSS-FUNCTIONAL - Makig-coordinate nga suod sa HR bahin sa attrition trending, hiring pipeline ug workforce planning inputs
• CROSS-FUNCTIONAL - Representahan ang QA, WFM ug MIS perspectives sa client-facing weekly reviews, monthly QBRs ug executive escalations

Qualifications

• Dili moubos sa 3 ka tuig nga combined experience sa QA, WFM o MIS functions sa usa ka BPO o contact centre environment
• Dili moubos sa 1 ka tuig nga hands-on experience sa matag usa sa tulo ka functional area (QA, WFM ug MIS), o 2 ka tuig nga lalom sa usa nga adunay napamatud-an nga learning agility sa uban
• Bilingual fluency sa English ug Tagalog para sa interaction monitoring, coaching delivery ug stakeholder communication
• Bachelor's degree sa Statistics, Business Analytics, Industrial Engineering, IT, Business Administration o may kalabutan nga natad
• Advanced Microsoft Excel skill lakip ang PivotTables, VLOOKUP, INDEX/MATCH, XLOOKUP, complex nested formulas ug basic macro o VBA capability
• Working knowledge sa dili moubos sa usa ka Business Intelligence platform (Power BI, Tableau, Looker, Sigma, Domo o Qlik)
• Experience sa dili moubos sa usa ka contact centre WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM, Assembled, Playvox WFM o Injixo)
• Experience sa dili moubos sa usa ka contact centre Quality Monitoring platform (NICE Quality Central, Verint Quality Management, Calabrio, Playvox, Observe.AI o Genesys)
• Kusog nga analytical reasoning ug komportable sa pag-translate sa raw operational data ngadto sa narrative insight
• Presentation-quality PowerPoint ug Google Slides authoring alang sa weekly, monthly ug quarterly client reviews
• Katakos mag-trabaho sa rotating shifts kung gikinahanglan alang sa real-time WFM coverage sa 24/7 operations
• Andam mag-trabaho hingpit onsite sa assigned Corpshore Philippines delivery centre
• Legal right to work sa Pilipinas ug valid government-issued identification para sa pre-employment requirements

Nice to have

• COPC Registered Coordinator, COPC-certified Implementation Leader o COPC High Performance Management Techniques (HPMT) certification
• Six Sigma Green Belt o Black Belt certification nga adunay documented process improvement projects
• SQL fluency lakip ang joins, subqueries, window functions ug query optimisation
• Python o R para sa data analysis lakip ang pandas, NumPy o tidyverse ug data visualisation libraries
• Experience sa client-side reporting tools lakip ang Salesforce Reports, HubSpot Reports, Zendesk Explore o Genesys reporting
• Experience sa pagsuporta sa SOC 2 Type II audits, ISO 27001 audits o HIPAA compliance reviews
• Prior experience sa pagpresentar sa client executive stakeholders sa weekly o monthly business review formats
• Prior forecasting experience gamit ang Erlang C, Erlang A o advanced statistical forecasting methods
• Prior experience sa real-time analytics dashboards ug operational alerting infrastructure
• Key Skills and Competencies
• Analytical thinking nga adunay katakos molihok gikan sa raw data ngadto sa actionable insight sa paspas
• Attention to detail sa scoring, reporting ug forecasting accuracy
• Cross-functional coordination sa operations, HR, IT ug client-facing teams
• Presentation skill alang sa weekly, monthly ug quarterly business reviews uban sa client stakeholders
• Written communication alang sa scorecards, RCA documents, executive summaries ug coaching feedback
• Systems thinking aron masabtan kung giunsa nagkasumpay ang QA outcomes, staffing decisions ug reporting narratives
• Coaching ability sa paghatod og QA feedback nga constructive sa mga CSA ug Team Leaders
• Adaptability sa lain-laing client programs, verticals ug reporting frameworks
• Time management aron timbangon ang daily operational reporting, weekly reviews ug monthly deep-dive analyses
• Data integrity discipline lakip ang audit trail maintenance, definitional consistency ug version control
• Performance Expectations
• Sukdon kamo base sa mosunod nga performance metric:
• Performance Metric :: Target
• QA Scorecard Coverage :: ≥ 4 interactions matag CSA matag semana
• Calibration Consistency Score :: ≥ 90% inter-rater agreement
• Forecast Accuracy (Volume) :: ≥ 92% MAPE sulod sa 4 ka semana
• Schedule Efficiency :: ≥ 88% (staff hours vs required)
• Real-time Adherence Response :: Corrective action sulod sa 15 min
• Weekly Client Report Delivery :: 100% on-time
• MBR and QBR Delivery :: 100% on schedule, zero data errors
• RCA Turnaround :: ≤ 5 business days gikan sa incident

What we offer

• Competitive contract rate nga nagpakita sa three-function (QA, WFM, MIS) scope, girepaso sa matag renewal
• Performance incentive nga naka-link sa forecast accuracy, QA coverage ug reporting delivery consistency
• Statutory contributions ug 13th month pay, gihatag subay sa balaod Pilipino alang niini nga matang sa engagement
• Company-provided workstation nga adunay dual-monitor IT setup alang sa onsite delivery
• Fully paid nga onboarding ug sponsored certification opportunities (COPC, Six Sigma, SWPP, IEX, Verint, Calabrio) alang sa mga kusog ang performance
• Access sa enterprise analytics platform licenses (Power BI, Tableau o Looker Studio) alang sa skills development
• Meal ug transportation support sa mga qualifying shift
• Referral incentives ug access sa global operations community sa Corpshore Solutions Corporation
• Fixed-term engagement, kasagaran 6 hangtod 12 ka bulan, renewable base sa performance ug program continuity
• Conversion pathway padulong sa regular nga role sa Corpshore Philippines, ug progression ngadto sa Senior Analyst, Support Services Manager ug Operations Manager, alang sa mga kusog ang performance
• Kini nga role gitanyag isip fixed-term contract, dili permanent employment. Ang eksaktong mga termino ikumpirma sa inyong individual nga kontrata.

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.