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Training and Quality Coordinator

2 weeks ago

Taguig, National Capital Region, Philippines Canon Business Services ANZ Full time
About Us

Canon Business Services Centre Philippines is a market leader in Business Process Optimization and IT services, helping organizations optimize, automate, and transform their operations for greater growth.

We work collaboratively with customers to deliver bespoke solutions designed to meet and exceed their business needs. Our dedicated customer focus and agile approaches enable us to overcome challenges and free up our clients to focus on what sets them apart.

We're trusted by industry leaders due to our commitment to delivering the best service management experience possible. Many clients have partnered with us for over a decade, benefiting from our reliable, scalable, and cost-effective solutions that help them stay ahead.

About The Role
  • To monitor and review the quality of staff ticket and call handling, identifying learning requirements through reviews of logged jobs:
    • Review logged jobs for 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 or similar.
    • Monitor daily customer updates on issue progress.
  • Review logged jobs for proper escalation procedures.
  • Ensure correct troubleshooting processes are followed.
  • Ensure 'Knowledge Base' articles are written correctly by staff.
  • Review Customer Satisfaction survey results for further training and process improvement.
  • Compile, report, and present results to Team Managers along with recommendations.
  • Compile and record KPI reporting requirements and present to Team Managers.
  • Own and manage existing training documentation, induction materials, policies, processes, and procedures.
  • Assess training material and complement it with original thought and content to fill training gaps.
  • Implement new learning programs for Managed Service teams and individuals, conducting regular learning and development sessions:
    • Conduct new starter and refresher training for existing staff.
    • Arrange and/or perform all training (ticketing system, remote access systems, monitoring systems, etc.).
    • Perform expectation and usage training on all systems, ensuring all outstanding calls/issues are resolved or escalated.