Process Improvement Specialist

3 days ago


Taguig, National Capital Region, Philippines Canon Australia Full time

About Us

We're a market leader in Business Process Optimization and IT services, helping organizations optimize, automate, and transform their operations. We work collaboratively with customers to deliver bespoke solutions designed to meet and exceed their business needs.

About The Role

  1. To monitor and review the quality of staff ticket and call handling:
    • Review logged jobs for no recent updates or progress.
    • Review logged jobs for high quality case notes.
    • Review logged jobs for proper call category, service call type, severity, urgency and solution.
    • Review logged jobs for breaching SLA within 24 hours.
    • Monitor that customers are updated daily on the progress of issues and requests.
  2. Review logged jobs for proper escalation procedure.
  3. Ensure correct troubleshooting procedures.
  4. Ensure 'Knowledge Base' articles are written correctly by staff.
  5. Review Customer Satisfaction survey results for further training/process improvement.
  6. Compile and present results to Team Managers along with recommendations.
  7. Own and manage existing training documentation, induction materials, policies, processes and procedures.
  8. To implement new learning programs for Managed Service teams and individuals:
    1. Conduct regular learning and development sessions for new starters and refresher training for existing staff.
    2. Arrange and/or perform all training (ticketing system, remote access systems, monitoring systems, etc.).
    3. Perform expectation and usage training on all systems.


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