Contact Center Workforce and Quality Analyst

Who we are

Join a global team focused on meaningful healthcare impact.

Job Summary

The Contact Center Workforce and Quality Analyst is responsible for workforce planning, real-time performance monitoring and quality assurance activities that support contact center operations. This role helps ensure service level achievement, regulatory compliance and exceptional customer experiences across voice, chat and email channels.

Operating within a Global Business Services environment, this role partners with operations leaders, training teams and technology teams to drive operational excellence, workforce optimization and continuous improvement initiatives that support U.S. healthcare services.

• Develop and maintain workforce management and quality assurance processes, standards and procedures.
• Forecast contact volumes and staffing requirements using workforce management tools.
• Create and maintain schedules to support service level and operational objectives.
• Monitor real-time contact center performance and recommend staffing adjustments.
• Evaluate customer interactions across voice, chat and email channels for quality and compliance.
• Review artificial intelligence-generated customer responses and actions to ensure accuracy and quality standards.
• Analyze workforce management and quality assurance metrics and identify performance trends.
• Prepare reports and dashboards that provide actionable operational insights.
• Collaborate with operations teams to improve productivity, customer experience and quality outcomes.
• Partner with learning and development teams to support performance improvement initiatives.
• Support audit readiness activities and ensure adherence to regulatory and organizational requirements.
• Utilize Genesys Cloud Workforce Engagement Management and other quality monitoring tools to improve operational effectiveness.
• Support continuous improvement initiatives through process analysis and performance data evaluation.

• 3+ years of contact center experience supporting voice and digital channels required.
• 3+ years of workforce management and quality assurance experience required.
• 2+ years of experience using Genesys Cloud Workforce Engagement Management or similar workforce management platforms required.
• Knowledge of workforce forecasting, scheduling and real-time management required.
• Knowledge of quality monitoring and performance measurement methodologies required.
• Experience with ServiceNow preferred.
• Experience supporting healthcare operations or healthcare contact centers preferred.
• Knowledge of Lean or Six Sigma methodologies preferred.

• Bachelor's degree in Business Administration, Statistics, Mathematics, Information Technology, Healthcare Administration or a related field required.

• Lean Six Sigma certification preferred.

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance and wellness allowance
• Paid vacation and sick leave
• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model based on role and business need
• Mission-driven culture events, outreach and service opportunities
• Learning and development programs, mentorship and career growth pathways
• Collaborative office spaces and engagement activities

Benefits may vary based on employment terms and role.