Associate Quality Control Analyst

7 days ago

Mandaluyong City, National Capital Region, Philippines Pearson Full time

The Audit and Controls Analyst will be responsible for ensuring the Credit & Collections team's compliance to set standards and processes. The position will focus on working across the business to ensure that processes are adhered to and that the Credit & Collection continues to deliver high-quality transactions. Integrity, high accountability, and quality are expected in their day-to-day work.

Depending on the need of each season, focus will be given to each of these but not exclusive to:

Controls and Quality Assurance
  • Achieve operational excellence by conducting the required audits
  • Lead periodic reviews and update of controls handled by Credit and Collections
  • Manage Credit and Collection procedures and documentation relating to audit. Whenever necessary, recommend changes and updates to controls, control descriptions and evidencing processes
  • Safeguard controls evidences by ensuring that these are well-kept, organized and up-to-date
  • Oversee internal and external audits and ensure that these are properly attended to, documented, and whenever necessary, monitor remediation actions
  • Support external audits for maintaining our business certifications and regulatory obligations
  • Ensure that all follow-through actions and remediation plans are performed in a timely manner
    • Review and analyze audit findings, and formulate recommendations to prevent deviation from the standard process and/or promote continuous improvement of processes
    • Prepare and complete reports on trends, patterns, threats, and analysis on quality and customer-service standards
    • Provide timely feedback to Team Leads, Managers to correct and prevent further deviation from the standard processes
    • Deliver effective and efficient coaching, feedback sessions, triad and/or focus group discussions to drive performance improvements whenever necessary
    • Participate in the preparation of weekly, monthly, and annual Quality Performance Reviews (QPR) of each process handled
Training
  • Acquire the required certification and re-certification levels
  • Study, prepare, and keep himself up-to-speed on updates, both on systems and processes to ensure practical coverage for knowledge transfer
  • Assist in reviewing all documentation ensuring that process references are updated
  • Evaluate and recommend training content improvement
  • Review escalations, conduct RCA, present CAPA, and coaching as required
  • Identify root cause, risks, trends, patterns, threats, and operational challenges to be communicated to leadership
Internal Training and Quality Assurance Team
  • Facilitate training and learning sessions related to controls and compliance for the Training and Quality Assurance team members
  • Responsible for knowledge transfer to and certification of new Audit and Controls personnel upon assignment
  • Participate in regular Quality Calibration sessions
  • Maintain a high degree of confidentiality and judgment in dealing with sensitive business and performance information
Candidate Profile

Qualifications & Experience

  • Education – Bachelor's Degree
  • Minimum 1 year of relevant working experience or an equivalent SME/process support experience (if External)
  • B2 or B3 in current role (if Internal)
  • Demonstrate the ability to effectively assess and resolve complex issues and problems
  • Ability to work with tight deadlines
  • Excellent communication (Written and Oral) Skills
  • Proficient in MS Office (Excel, PowerPoint, Word)
  • Good Organizational Skills and Time Management
  • Basic Analytical/Reporting Skills
  • Good to Have
    • Experience in Risk & Compliance, Quality Assurance
    • Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.)
    • Knowledge in CRM systems, Oracle applications
    • Experience in coaching, mentoring, and training team members
    • Knowledge in HR SSC Systems used by operations
    • Knowledge of HR metrics and their applicability
    • Can confidently represent the team within the HR SSC
Personal Style and Behavior
  • Respect for Our values
  • Highly motivated individual with demonstrated ability to coach, lead, and inspire the team
  • Organized
  • Proactive
  • Resilient enabler of change
  • Adaptive
  • Collaborative with peers and colleagues to drive involvement and engagement
  • Comfortable operating in a changing and ambiguous environment
  • International and cultural sensitivity and awareness
  • Inclusive and positive in a broad scope team
Pearson Profile Attributes that we will be assessing:
  • Courageous
  • Ethical
  • Determined
  • Customer-Focused
  • Transformational
  • Inspirational
  • Relationship Builder
  • Make it happen
About the company

At Pearson, our purpose is simple: to add life to a lifetime of learning. We believe that every learning opportunity is a chance for a personal breakthrough.

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