Quality And Workforce Specialist

QUALITY AND WORKFORCE SPECIALIST

Job Type: Full Time-Individual Contributor
Location: Goway Manila
Reporting to: QA Manager
Salary: Php 35,000 to Php 38,000
Role Type: New

Job purpose:

INA Prime Solutions is our BPO line of business in Manila, PH at Goway Travel Ltd. Our mission is to empower businesses through seamless outsourcing solutions, leveraging skilled workforce to drive operational excellence and client success.

As a Quality Assurance & Workforce Specialist, you will be responsible for monitoring and evaluating service quality and workforce performance to ensure operational excellence and compliance with established standards. The role involves assessing customer interactions, analyzing quality and workforce data, delivering actionable insights, and supporting coaching and improvement initiatives.

What will be your key responsibilities?

Quality Assurance

1. Monitor, evaluate, and assess inbound and outbound calls against established Quality Assurance standards and performance criteria.
2. Conduct routine audits of call handling, documentation, and customer interactions to identify quality gaps and improvement opportunities.
3. Participate in calibration sessions and contribute to staff communications and quality tools to ensure consistency in evaluation and messaging.
4. Support and communicate company objectives, quality benchmarks, policies, processes, and procedures.
5. Ensure consistent agent adherence to quality standards, call handling protocols, and operational guidelines.
6. Deliver coaching and feedback sessions focused on call quality, customer experience, telephone etiquette, product knowledge, and procedural compliance.
7. Set clear performance expectations and develop action plans and development strategies to improve individual and overall call quality.
8. Prepare and distribute accurate daily, monthly, Month-to-Date (MTD), and Year-to-Date (YTD) reports covering call quality, productivity, availability, and other assigned metrics.
9. Perform ad hoc quality and operational support tasks as required to address urgent needs and support smooth business operations.

Workforce Management

1. Analyze historical data and performance trends to forecast call volume, workload, and staffing requirements, incorporating seasonality, campaigns, promotions, and special events.
2. Develop and maintain short-term and long-term capacity plans aligned with business objectives and service level agreements (SLAs).
3. Create, manage, and optimize staff schedules, including shift bids, schedule changes, overtime management, and leave planning, ensuring compliance with labor laws and company policies.
4. Monitor real-time operational performance, including queue levels, agent availability, schedule adherence, and utilization, and take immediate corrective actions through reforecasting and resource rebalancing.
5. Communicate intraday staffing adjustments, risks, and requirements clearly to Operations leaders and Team Leads to maintain service levels.
6. Prepare and deliver accurate daily, weekly, and monthly WFM reports covering forecast accuracy, shrinkage, adherence, utilization, and capacity performance.
7. Identify trends, risks, and opportunities to improve workforce efficiency and cost effectiveness, providing data-driven insights and recommendations to stakeholders.
8. Partner with Operations, Training, Quality Assurance, and Human Resources to align staffing plans with training schedules, nesting periods, onboarding, and business priorities.
9. Participate in workforce planning discussions, performance reviews, and operational planning meetings.
10. Drive continuous improvement of WFM processes, tools, methodologies, and reporting, including support for automation and system enhancements.
11. Maintain accurate documentation of WFM processes, controls, and best practices.
12. Perform ad hoc workforce and operational support tasks as required to ensure business continuity and address urgent or unforeseen 

What are we looking for?

• Demonstrated experience in sales, customer service, corporate, or quality assurance roles
• Hands-on experience in quality assurance processes and procedures is a plus
• Experience using WFM tools (e.g., Genesys, NICE, Verint, Aspect, or similar systems)
• Exposure to capacity planning, intraday management, and performance reporting
• Experience supporting training, onboarding, or ramp-up schedules
• Proven track record of strong analytical skills and data interpretation
• Proficiency in data visualization techniques and understanding of support metrics
• Understanding of basic business metrics and the impact of support on overall performance
• Ability to solve problems and develop effective strategies to enhance support quality
• Strong organizational skills and knowledge of goal-setting practices
• High attention to detail and accuracy
• Excellent interpersonal and communication skills, with the ability to deliver feedback effectively

Preferred and Required Qualifications:

• Proven experience in a BPO environment is preferred
• Proficiency in Microsoft Excel and Google Sheets is preferred
• Strong hands-on expertise in Amadeus is required

What can you expect from Goway?
Imagine working for a company where your career feels like an adventure. At Goway, you'll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Our commitment to professional growth means you'll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• You'll enjoy generous paid time off, including 10 days of vacation, 10 personal days, and a dedicated day off to celebrate your birthday.
• Travel is in our DNA, so you'll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you'll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

AI Screening Disclosure
To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes
Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.

Recruitment scams & fraud warning:
Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway
Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more