Operations Analyst

TeleTech Holdings, Inc.; Lipa; On-site; PHP 420,000 - 660,000; Full time

Job summary

TTEC is seeking an Operations Analyst to join on-site in Lipa City, Batangas, Philippines. The role focuses on planning, executing, and documenting testing activities to assess control effectiveness and policy compliance, partnering with process owners and issue management teams to drive timely closure.

You will develop test documentation, support reviews with findings, and promote continuous improvement by identifying gaps and enhancing controls.

Qualifications

• Self-starter with ability to work independently.
• Fluent in Excel and PowerPoint, comfortable with analyzing large datasets in Google Suite, MS Office apps.
• Experience in risk identification, mitigation and control assessments, plus writing test scripts.

Responsibilities

• Develop comprehensive test step documentation and preliminary testing to assess effectiveness.
• Create and maintain testing support documentation (workpapers, testing reports) and findings.
• Evaluate testing documentation for policy compliance and drive timely test completion.
• Follow standardized procedures and templates; maintain accountability with process owners.

Skills

Excel

PowerPoint

Google Suite

MS Office

Data analysis

Risk identification

Tools

Test scripts

Job description

Job Description - Operations Analyst (04DHH)

Operations Analyst

Your potential has a place here with TTEC’s award-winning employment experience. As an Operations Analyst working onsite in Lipa City, Batangas, Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

What You’ll be Doing

This role is responsible for planning, executing, and documenting testing activities to assess control effectiveness and ensure compliance with established policies and procedures. The position partners closely with process owners and issue management teams to drive timely test completion, track issues, and support risk mitigation efforts. The role also focuses on continuous improvement by proactively identifying process gaps, managing priorities based on workload, and recommending enhancements to strengthen controls and reduce risk.

You’ll report to the Senior Manager, Service Delivery. You’ll contribute to the success of the business, the teams you support and departments you partner with on a consistent basis through your recommendations.

During a Typical Day, You’ll

• Develop comprehensive test step documentation, perform preliminary testing to assess effectiveness and establish cadence of review based on risk.
• Create and maintain adequate testing support documentation such as workpapers, testing reports, etc. to support the results of reviews including the write-up of findings/issues for reporting.
• Evaluate control testing documentation, reports, date, etc. and determine compliance with policies and procedures.
• Follow standardized procedures and templates.
• Drive accountability with process owners to ensure timely test completion.
• Partner with issue manager to build out appropriate milestones, owners and timelines for identified issues via testing.
• Prioritize competing responsibilities based on workload and demands.
• Continually evaluate the environment for opportunities to proactively manage risk and improve processes based on observation, reviews, and feedback.

What You Bring to the Role

• Self-starter with strong ability to work independently with minimum oversight
• Fluent in Excel and Powerpoint, comfortable with analyzing large datasets in Google suite, MS Office apps, etc.
• Scope of experience should include risk identification, mitigation and control assessments as well as writing test scripts, transactional testing and documenting results.
• Ability to balance multiple critical priorities successfully.
• Inquisitive nature, attention to detail, diligence and a good attitude.
• Demonstrated outlook of positive and productive relationships and successful partnerships with stakeholders.
• Motivation to learn and consistently improve processes and tools
• Oral and written communication skills; able to communicate effectively via telephone (Zoom)
• Results oriented, demonstrated achievement of exceeding expectations

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• A great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit https://mybenefits.ttec.com/ for more information.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams, ensuring all employees feel valued, belonging, and comfortable being their authentic selves at work.