QA Analysts| HCM

Gratitude Philippines; Quezon City; On-site; PHP 426,535 - 510,904; Full time

Job summary

A leading client services firm in Quezon City is seeking an Operations - Team Leader to lead client engagements and ensure deliverables quality. The role involves coaching teams, supporting HCM account transitions, and collaborating across various departments. Candidates should have a Bachelor's degree, at least 2 years of experience in QA, and familiarity with HCM systems. Must possess strong analytical and communication skills, with previous BPO experience being essential. The position involves on-site work and provides a dynamic work environment.

Qualifications

• Minimum 2 years of experience as a QA Analyst.
• Experience in HCM accounts on Technical Support vertical is a must.
• Must have BPO experience.

Responsibilities

• Lead and deliver complex client engagements.
• Implement and oversee the quality of deliverables.
• Support the transition and stabilization of new accounts.

Skills

Strong analytical mindset

Process-driven mindset

Coaching teams

Documenting processes

Collaboration skills

Education

Bachelor’s degree preferred

Tools

HCM Software (e.g., Workday, SAP)

HRIS systems

Workforce management systems (e.g., ADP)

Job description

Position: Operations -Team Leader- HCM

Location: Eastwood, Quezon City

Salary: up to 42k package

Work set up: On-site

Work shift: Shifting

Your Day-to-Day

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
• Provide excellent customer service and identify client needs.
• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
• Participate in proposal development for business opportunities.
• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
• Conduct root cause analyses and build corresponding action plans.
• Coach associates to meet KPIs and performance metrics.
• Manage team attrition and engagement.
• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
• Perform any other tasks assigned by leadership.
• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
• Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.
• Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

Qualifications:

• Bachelor’s degree preferred.
• Minimum 2 years of experience as a QA Analyst
• Experience in supporting HCM accounts (Workday, Kronos, Paychex, ADP, SAP, Oracle, Sage) on Technical Support vertical (must have)
• Software, Human Capital Management Software, Time and Payroll Software, AI for HR, and Workforce Trends is a must.
• Strong analytical, results-oriented, and process-driven mindset.
• Experience supporting new account launches, workflow stabilization, or transition projects.
• Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
• Ability to document processes accurately and ensure compliance with client expectations.
• Familiarity with HRIS/HCM, payroll support, workforce management systems (UKG, ADP, Workday, SAP success is a plus).
• Competent in root cause analysis, performance management, and data-driven decision-making.
• Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
• Strong written and verbal communication skills, especially for client-facing reporting and updates.
• Able to adapt quickly to evolving client requirements, especially during the stabilization period.
• Must have BPO experience