Support Services Analyst, Quality, Workforce Management and Reporting

About the role

Ang Support Services Analyst ay isang hybrid role na sumasaklaw sa tatlong kritikal na operational support function sa isang posisyon: Quality Assurance (QA), Workforce Management (WFM) at Management Information Systems (MIS). Ang istrukturang ito ay nagbibigay sa Corpshore Philippines ng iisang accountable owner sa mga magkakaugnay na function na nagpapatakbo ng performance, capacity at reporting para sa bawat client engagement. Susubaybayan ninyo ang mga interaction at i-audit laban sa quality scorecards, magha-forecast at magiging schedule ang workforce para tuparin ang volume at SLA targets, at idisenyo at panatilihin ang reporting infrastructure na nagbibigay sa mga client at Corpshore leadership ng real-time visibility sa program performance. Ang role na ito ay Corpshore-managed at non-billable, nasa loob ng aming internal operations overhead. Inaalok ito bilang fixed-term contract engagement, renewable base sa performance at program continuity, at isang kritikal na build-out role habang lumalago ang aming operasyon sa Pilipinas, may conversion pathway at direktang progression tungo sa Senior Analyst, Support Services Manager at Operations Manager positions.

Responsibilities

• QUALITY ASSURANCE - Araw-araw na susubaybayan ang isang statistically valid na sample ng CSA interactions sa voice, chat, email at social channels gamit ang client-approved QA scorecard
• QUALITY ASSURANCE - Susukatin ang mga interaction laban sa QA framework na sumasaklaw sa communication quality, policy adherence, resolution effectiveness at brand voice compliance
• QUALITY ASSURANCE - Maghahatid ng individual coaching feedback sa mga CSA sa loob ng 24 hanggang 48 oras mula sa interaction, direkta o sa pamamagitan ng Team Leader
• QUALITY ASSURANCE - Magsasagawa ng weekly calibration sessions kasama ang Team Leaders at client QA teams para masiguro ang scoring consistency sa mga rater
• QUALITY ASSURANCE - Tutukuyin ang systemic quality trends at root causes, ipinapakita ang findings at recommendations sa Operations Manager kada linggo
• QUALITY ASSURANCE - Magsusulat at magpapanatili ng QA scorecard kasama ang definitions, weightings at evaluation guidelines kasabay ng client stakeholders
• QUALITY ASSURANCE - Iimbestigahan ang customer complaints, service failures at escalations, magbibigay ng root cause analysis at corrective action recommendations
• QUALITY ASSURANCE - Susuportahan ang ISO 27001 aligned data handling audits at SOC 2 Type II compliance reviews ayon sa applicable sa client program
• WORKFORCE MANAGEMENT - Magha-forecast ng contact volume ayon sa channel, interval at program gamit ang historical trend analysis, seasonality patterns at client-provided drivers
• WORKFORCE MANAGEMENT - Gagawa ng agent schedules na tutupad sa forecasted volume sa loob ng service level targets habang sinusunod ang labour law, break structures at shift preferences
• WORKFORCE MANAGEMENT - Pangangasiwaan ang shift bid process, leave request approvals at shift swap workflows sa loob ng pod
• WORKFORCE MANAGEMENT - Susubaybayan ang real-time adherence kasama ang agent state, break compliance at unplanned absenteeism, gagawa ng corrective action sa loob ng shift
• WORKFORCE MANAGEMENT - Pangangasiwaan ang intraday reforecasting at shift extension o curtailment batay sa live volume performance
• WORKFORCE MANAGEMENT - Iko-coordinate ang surge planning para sa peak seasons, marketing campaigns, product launches at event-driven volume spikes
• WORKFORCE MANAGEMENT - Papanatilihin ang WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM o Assembled) na may tumpak na staffing, forecast at schedule data
• MIS AND REPORTING - Gagawa at papanatilihin ang daily operational dashboard na sumasaklaw sa CSAT, FCR, AHT, QA score, adherence, SLA attainment at staffing versus schedule
• MIS AND REPORTING - Magsusulat ng weekly client performance report na sumasaklaw sa lahat ng contractual KPIs na may trend analysis at commentary
• MIS AND REPORTING - Magsusulat ng monthly Business Review deck na sumasaklaw sa full-month performance, executive summary, achievements, risks at action items
• MIS AND REPORTING - Magsusulat ng Quarterly Business Review (QBR) deck para sa client executive stakeholders kasama ang trend analysis, benchmarking at strategic recommendations
• MIS AND REPORTING - Magdidisenyo ng ad hoc analyses at deep dives na hiningi ng client stakeholders o Corpshore leadership
• MIS AND REPORTING - Papanatilihin 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 maaari gamit ang SQL, Python, VBA o platform-native automation para bawasan ang manual work
• MIS AND REPORTING - Titiyakin ang data accuracy, definitional consistency at audit trail integrity sa lahat ng reporting deliverables
• CROSS-FUNCTIONAL - Makikipag-coordinate nang malapit sa Team Leaders tungkol sa quality trends, coaching priorities at performance risks
• CROSS-FUNCTIONAL - Makikipag-coordinate nang malapit sa Operations Manager tungkol sa capacity planning, hiring decisions at program-level strategic decisions
• CROSS-FUNCTIONAL - Makikipag-coordinate nang malapit sa HR tungkol sa attrition trending, hiring pipeline at workforce planning inputs
• CROSS-FUNCTIONAL - Kakatawanin ang QA, WFM at MIS perspectives sa client-facing weekly reviews, monthly QBRs at executive escalations

Qualifications

• Hindi bababa sa 3 taong combined experience sa QA, WFM o MIS functions sa isang BPO o contact centre environment
• Hindi bababa sa 1 taong hands-on experience sa bawat isa sa tatlong functional area (QA, WFM at MIS), o 2 taong lalim sa isa na may napatunayang learning agility sa iba
• Bilingual fluency sa English at Tagalog para sa interaction monitoring, coaching delivery at stakeholder communication
• Bachelor's degree sa Statistics, Business Analytics, Industrial Engineering, IT, Business Administration o kaugnay na larangan
• Advanced Microsoft Excel skill kasama ang PivotTables, VLOOKUP, INDEX/MATCH, XLOOKUP, complex nested formulas at basic macro o VBA capability
• Working knowledge ng hindi bababa sa isang Business Intelligence platform (Power BI, Tableau, Looker, Sigma, Domo o Qlik)
• Experience sa hindi bababa sa isang contact centre WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM, Assembled, Playvox WFM o Injixo)
• Experience sa hindi bababa sa isang contact centre Quality Monitoring platform (NICE Quality Central, Verint Quality Management, Calabrio, Playvox, Observe.AI o Genesys)
• Malakas na analytical reasoning at komportable sa pag-translate ng raw operational data sa narrative insight
• Presentation-quality PowerPoint at Google Slides authoring para sa weekly, monthly at quarterly client reviews
• Kakayahang magtrabaho sa rotating shifts kung kinakailangan para sa real-time WFM coverage sa 24/7 operations
• Handang magtrabaho nang buong onsite sa assigned Corpshore Philippines delivery centre
• Legal right to work sa Pilipinas at 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 na may documented process improvement projects
• SQL fluency kasama ang joins, subqueries, window functions at query optimisation
• Python o R para sa data analysis kasama ang pandas, NumPy o tidyverse at data visualisation libraries
• Experience sa client-side reporting tools kasama ang Salesforce Reports, HubSpot Reports, Zendesk Explore o Genesys reporting
• Experience sa pagsuporta ng SOC 2 Type II audits, ISO 27001 audits o HIPAA compliance reviews
• Prior experience sa pagpresent 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 at operational alerting infrastructure
• Key Skills and Competencies
• Analytical thinking na may kakayahang lumipat mula sa raw data patungo sa actionable insight nang mabilis
• Attention to detail sa scoring, reporting at forecasting accuracy
• Cross-functional coordination sa operations, HR, IT at client-facing teams
• Presentation skill para sa weekly, monthly at quarterly business reviews kasama ang client stakeholders
• Written communication para sa scorecards, RCA documents, executive summaries at coaching feedback
• Systems thinking para maunawaan kung paano nag-uugnay ang QA outcomes, staffing decisions at reporting narratives
• Coaching ability sa paghahatid ng QA feedback nang constructive sa mga CSA at Team Leaders
• Adaptability sa iba't ibang client programs, verticals at reporting frameworks
• Time management para timbangin ang daily operational reporting, weekly reviews at monthly deep-dive analyses
• Data integrity discipline kasama ang audit trail maintenance, definitional consistency at version control
• Performance Expectations
• Susukatin kayo batay sa mga sumusunod na performance metric:
• Performance Metric :: Target
• QA Scorecard Coverage :: ≥ 4 interactions kada CSA kada linggo
• Calibration Consistency Score :: ≥ 90% inter-rater agreement
• Forecast Accuracy (Volume) :: ≥ 92% MAPE sa loob ng 4 na linggo
• Schedule Efficiency :: ≥ 88% (staff hours vs required)
• Real-time Adherence Response :: Corrective action sa loob ng 15 min
• Weekly Client Report Delivery :: 100% on-time
• MBR and QBR Delivery :: 100% on schedule, zero data errors
• RCA Turnaround :: ≤ 5 business days mula sa incident

What we offer

• Competitive contract rate na sumasalamin sa three-function (QA, WFM, MIS) scope, sinusuri sa bawat renewal
• Performance incentive na naka-link sa forecast accuracy, QA coverage at reporting delivery consistency
• Statutory contributions at 13th month pay, ibinibigay alinsunod sa batas Pilipino para sa uri ng engagement na ito
• Company-provided workstation na may dual-monitor IT setup para sa onsite delivery
• Fully paid na onboarding at sponsored certification opportunities (COPC, Six Sigma, SWPP, IEX, Verint, Calabrio) para sa mga malakas ang performance
• Access sa enterprise analytics platform licenses (Power BI, Tableau o Looker Studio) para sa skills development
• Meal at transportation support sa mga qualifying shift
• Referral incentives at access sa global operations community ng Corpshore Solutions Corporation
• Fixed-term engagement, karaniwang 6 hanggang 12 buwan, renewable base sa performance at program continuity
• Conversion pathway patungo sa regular na role sa Corpshore Philippines, at progression tungo sa Senior Analyst, Support Services Manager at Operations Manager, para sa mga malakas ang performance
• Ang role na ito ay inaalok bilang fixed-term contract, hindi permanent employment. Ang eksaktong mga tuntunin ay ikukumpirma sa inyong individual na 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.