Quality Analyst – HCM Technical Support

Gratitude Philippines; Quezon City; On-site; PHP 334,800 - 446,400; Full time

Job summary

A leading BPO service provider is looking for a Quality Analyst to support their HCM Technical Support account based in Eastwood, Quezon City. The role requires at least 2 years of relevant experience and involves quality audits of support interactions while providing actionable feedback to improve performance. Candidates must possess strong analytical and communication skills and be willing to work on-site during the graveyard shift.

Qualifications

• Minimum 2 years solid experience as a Quality Analyst.
• Hands-on exposure to HCM Technical Support accounts.
• Amenable to onsite work in Eastwood and graveyard shift.

Responsibilities

• Conduct quality audits on calls, chats, tickets, and cases.
• Evaluate adherence to technical, process, and compliance standards.
• Provide clear and actionable feedback to Operations and agents.
• Identify quality trends and recommend improvement initiatives.
• Partner with Ops and Training teams to improve overall performance.

Skills

Analytical skills

Communication skills

HCM Technical Support experience

Tools

Workday

Kronos

Paychex

ADP

SAP

Oracle

Sage

Job description

Quality Analyst – HCM Technical Support

Account: HCM (Human Capital Management)

Work Setup: 100% Onsite

Location: Eastwood, Quezon City

Shift: Graveyard

Start Date: Immediate

Job Overview

We are hiring a Quality Analyst to support our HCM Technical Support account. The role focuses on monitoring quality, evaluating support interactions, and driving continuous improvement across the account.

Key Responsibilities

• Conduct quality audits on calls, chats, tickets, and cases
• Evaluate adherence to technical, process, and compliance standards
• Provide clear and actionable feedback to Operations and agents
• Identify quality trends and recommend improvement initiatives
• Partner with Ops and Training teams to improve overall performance
  Qualifications (Strict Screening)
  • Minimum 2 years solid experience as a Quality Analyst
  • Hands-on exposure to HCM Technical Support accounts
  • Experience auditing support for platforms such as:
  • Workday
  • Kronos
  • Paychex
  • ADP
  • SAP
  • Oracle
  • Sage
  • Strong analytical and communication skills
  • Amenable to onsite work in Eastwood and graveyard shift