QA Analytics HCM

Gratitude Philippines.; Manila; On-site; PHP 390,600 - 558,000; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Annual Company Trip

Free Meals

HMO

Job summary

A leading client services firm located in Metro Manila is looking for a QA Analyst to manage client engagements and support HCM accounts. The ideal candidate will have at least 2 years of experience and must be proficient with HCM software and payroll systems. Key responsibilities include ensuring high-quality deliverables, coaching teams, and collaborating with various departments. This full-time position offers an on-site work environment and various employee recognition rewards.

Qualifications

• Minimum 2 years of experience as a QA Analyst.
• Technical support experience in HCM accounts (Workday, Kronos, etc.) is required.
• BPO experience is a must.

Responsibilities

• Lead complex client engagements and coordinate with internal teams.
• Provide excellent customer service and identify client needs.
• Manage team delivery and performance excellence.

Skills

Analytical mindset

Results-oriented

Process-driven

Collaboration skills

Strong communication skills

Education

Bachelor's degree or equivalent

Tools

HCM Software

Payroll Software

UKG

Workday

Job description

On-site - Manila 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

Description

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.

Requirements

• 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.

Working Location

Bridgetowne. H3VP+FHG, Bridgetowne Blvd, Quezon City, 1609 Metro Manila, Philippines