Quality Analyst

2 days ago

Taguig, National Capital Region, Philippines Canon Business Service Centre (PHL) Full time ₱250,000 - ₱500,000 per year

Essential duties

Quality

  • Identify and understand client requirements to anticipate their needs

  • Ensure positive customer experience

  • Responsible for documentation and completion of required compliance documents in coordination with the CUK onshore team

  • Assist the Operations Supervisor and the team leader in the implementation of policies and procedures and ensures compliance with Canon's Standard Operating procedures

  • Suggest process improvement efforts, to ensure high and consistent standard of service.

  • Responsible in verifying accuracy and collating of all information needed by the client.

  • Contribute to team improvement initiatives and projects, including team tools and process changes.

  • Prepares weekly and monthly QA reports to the Operations Supervisor.

Operational

  • Conducts quality evaluation for the transactions done by Service teams to ensure accuracy, completeness, and timeliness

  • Performs coaching to the associates to discuss areas for improvement identified during the evaluation

  • Flag the Operations immediately for any critical opportunities identified during evaluation

  • Prepares weekly and monthly QA report

  • Participates in weekly calibration with the operations and stake holders

  • Align with the operations on quality guidelines set by CUK to guarantee uniformity, and understanding for both Ops and Quality

  • Assist Team Leads on deep RCA for top error drivers identified during evaluation

  • Collaborate with Operations to improve current process and minimize the tendency of repeat opportunities

  • Conduct certification and QA guidelines discussion for new hires before endorsement to Operations

Qualifications

  • Bachelor's Degree holder in any business-related discipline

  • Specialist Knowledge: product and solutions knowledge to understand implications for order process

  • Previous Industry Experience: Customer centric, accurate data entry and strong analytical skills.

  • Excellent communication skills

  • High level of accuracy and a strong work ethic

  • Excellent time management and prioritization skills

  • Ability to work independently and as part of a wider team

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