Service Quality Analyst

3 days ago

Manila, National Capital Region, Philippines CBRE GWS IFM PHILS. CORP. Full time

Job Description

The Service Quality Analyst is responsible for driving adherence to CBRE and Account quality policy and quality objectives. This support member ensures superior stakeholder experience by driving FM operations to adhere to the Service Quality Plan. Performs the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and analytics, and quality improvement.

The Quality Analyst develops and plans the inspection and preventive maintenance of a premise or building assignment. It assigns and schedules workload and resource distribution needed to execute the 52-week planned preventive maintenance activities. It helps ensures compliance on mandatory, regulatory, and statutory health and safety standards of CBRE, client-mandated certification requirements, and in-country laws.

Working Hours: EMEA or in-country business hours

Core Responsibilities
  1. Develops a transaction monitoring plan, establishes scope, policies, and parameters based on process or stakeholder requirements. Creates audit form, sampling methodology, RACI model, and feedback mechanism. Collaborates with stakeholders to define critical, non-critical parameters and zero tolerance policy.
  2. Performs transaction audit in the available QMS and CMMS platform through remote, side-by-side, live or recorded monitoring (work orders, aging, backlogs, incidents, etc.).
  3. Generates and prepares relevant data to measure, analyze, evaluate, and improve service delivery performance. Follows a data-driven approach to improve areas in processes and resources.
  4. Conducts root-cause analysis through 5-WHY analysis and 7 quality tools to facilitate effective correction, corrective, and preventive action planning on team performance management, customer complaints, and/or escalations as applicable.
  5. Delivers performance management through coaching, feedback, quality huddles, and triad sessions. Facilitates best practice sharing through call listening sessions, calibration meetings, and business reviews with operations and accounts partners.
  6. Facilitates calibration sessions to discuss process gaps, best practices, opportunities for improvement to ensure process alignment across the business unit.
  7. Manages audit disputes and supports operations in the delivery of validation results.
  8. Supports operations in customer complaint management through RCA and collaborates in action planning and implementation.
  9. Serves as operations back-up as needed during high volume intervals with 1 to 2 hours per week production time (phone time, email/ticket processing); training and supervisor back-up as applicable.
  10. Performs quality trainings to enable, empower, and support operations in learning and development, and process improvement.
  11. Performs CSAT/Voice of Customer analysis from stakeholder feedback, empathy conversations to improve process and stakeholder experience.
  12. Partners with operations to find process improvement opportunities and challenge the status quo to optimize resources, business value, and improve customer experience.
  13. Performs quality performance management discussions during business reviews; shares quantitative and qualitative findings, non-conformities, and action plans.
  14. Delivers process improvement initiative through but not limited to lean, automation, data visualization, and six sigma approaches.
  15. Partners with relevant departments and functional unit to deliver QMS and Business management system requirements based on ISO standards.
  16. Collaborates with operations to implement and drive Risk Management Framework and helps promote risk-based thinking on all business unit dealings to improve QMS governance.
  17. Audits execution reactive, preventive, and statutory of site/premise 52-week preventive maintenance planners.
  18. Validates plan upload in account CMMS.
  19. Collaborates with Supply Chain on delivery changes and strategies.
  20. Partners with Business Intelligence (Data Scientists) to understand and prevent repeat work order performance and completion issues.
  21. Partners with Health, Safety, and Environment Manager to enforce workplace organization, client, and in-country HSE practices and regulations.
  22. Delivers efficient tracking, cost control, and increase the life expectancy of assets and reliability of any facility's mechanical and electrical systems.
  23. Provides frontline support and back-up to site FM team, FM operations, for business continuity as required.
  24. Extensive Knowledge on Facilities Management domain specific but not limited to:
    1. Work Order Management
    2. Reporting & Analytics
    3. PPM Management
    4. Data Asset loading
    5. Switchboard
    6. CMMS Administration
    7. Purchase Order Management
  25. Responds to client inquiries and concerns with a customer-centric and quality mindset.
  26. Communicates work orders to technicians and assists management in resolving problems.
  27. Serves as third layer of governance on reactive, statutory, and preventive open and closed work orders; checks status with the appropriate technician or vendor as appropriate.
  28. Responsible for accuracy and governance on the following, in collaboration with GWK FM Operations Lead, CMMS Admin Lead, and Data Scientists:
    1. Monthly performance review
    2. Monthly sample site report audits
    3. Annual site SAM Audit and inspection
    4. Site / Country Statutory Compliance reviews
    5. Site E – Logbook reviews
    6. Site Asset Register compliance reviews
    7. Monthly supply chain dispatch matrix reviews
    8. Work Order 'overdue' audits
    9. Work Order 'On Hold' audits
  29. No formal supervisory responsibilities in this position however, will engage to provide training and assistance such as process and technical guidance to peers and new hires. May coordinate and assign tasks to co-workers within a work unit and/or project with team lead guidance.
  30. Guide other team members on projects/accounts to ensure meeting client's expectations; Resolve issues relevant to process.
  31. Committed in participating in knowledge advancements such as workshops, trainings, refresher and upskilling to help drive competency within scope of support.
  32. Other duties may be assigned.

Qualifications:

  1. Bachelor's degree (BA/BS) from 4-year college or university required.
  2. Experience of 3 to 5 years in a Shared Services Center, Corporate Real-Estate, Facilities Management, Property Management.
  3. Strong customer service and interpersonal skills; Ability to interact with different enterprise stakeholders, clients, and business partners.
  4. Good understanding of facilities and housekeeping management.
  5. Microsoft Office or Office 365 proficient.
  6. Understanding of basic ISO and other external audit standards.
  7. Six Sigma Yellow Belt is preferred.
  8. Knowledge of PowerBI, Google Suite, Peoplesoft, ServiceNow, CMMS, MyBuy, SI7 and Salesforce will be added advantage.
  9. Strong analytical and problem-solving skills.
  10. Quick learner and sharp attention to detail.
  11. Good coaching and communication skills.
  12. High standard and regard to quality and integrity.
  13. Excellent written and verbal communication skills.
  14. Extensive experience in account reconciliation.
  15. Strong time management and organizational skills.
  16. Ability to effectively present information on levels of stakeholders.

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