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Workforce and Quality Analyst

2 days ago

Davao City, Davao, Philippines SPlace Full time

About the Role

We are seeking a highly analytical, detail-oriented Quality & Workforce Analyst to support the performance and operational efficiency of our B2C Customer Support team. This hybrid role combines the responsibilities of evaluating agent quality with managing workforce planning and staffing readiness. The ideal candidate will bring deep knowledge of contact center operations, strong analytical skills, and a passion for driving continuous improvement across both service quality and operational effectiveness.

You will ensure that customer interactions meet our quality standards while also optimizing staffing, scheduling, and forecasting to maintain strong service levels. This role is perfect for someone who enjoys working with data, spotting trends, identifying gaps, and partnering with cross-functional teams to enhance the customer experience.

Key Responsibilities

Quality Assurance

  • Conduct regular quality audits of customer interactions across chat, email, and phone.
  • Evaluate agent performance for accuracy, professionalism, empathy, and adherence to internal policies and workflows.
  • Maintain and refine quality scorecards to align with evolving business goals and processes.
  • Deliver clear, actionable feedback to agents and collaborate with team leads on coaching and performance improvements.
  • Identify recurring issues, knowledge gaps, or process inefficiencies and recommend improvements.
  • Analyze quality trends and provide weekly and monthly QA reporting to leadership.
  • Participate in calibration sessions to ensure consistency across the QA team.
  • Support new initiatives by assessing quality impacts and providing data-driven insights.

Workforce Management

  • Monitor real-time and historical contact volume across all channels to optimize staffing.
  • Forecast short-term and long-term contact volume to ensure proper coverage and meet service level targets.
  • Create and manage staffing schedules for support agents.
  • Identify staffing gaps and recommend solutions to maintain optimal operational performance.
  • Provide daily, weekly, and monthly capacity and performance reports to leadership.
  • Partner with Support Management to adjust staffing plans during volume spikes, outages, or operational changes.
  • Analyze intraday performance and make real-schedule adjustments as needed.
  • Track adherence, attendance, shrinkage, and trends to inform accurate forecasting.
  • Support headcount planning and hiring recommendations.
  • Continuously refine forecasting models and scheduling processes for accuracy and efficiency.

Requirements

  • 2+ years of experience in quality assurance, workforce management, or a related analytical role within a contact center environment.
  • Strong understanding of QA standards, WFM principles, forecasting, scheduling, and real-time management.
  • Proficiency with QA tools and workforce management platforms (e.g., MaestroQA, Klaus, Zendesk WFM, Calabrio, NICE, Five9, Gladly).
  • Advanced Excel/Google Sheets skills and comfort working with large datasets.
  • Excellent written and verbal communication skills, with the ability to deliver clear insights and constructive feedback.
  • Strong analytical and problem-solving skills, with high attention to detail and objectivity.
  • Ability to interpret trends, metrics, and performance data to drive decision-making.

Job Types: Full-time, Permanent

Pay: From Php250.00 per hour

Expected hours: 40 per week

Benefits:

  • Paid training

Work Location: In person