Quality and Reporting Analyst

Canon Business Service Centre (PHL); Taguig; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

Canon Business Service Centre (PHL) is seeking a Quality Analyst lead for Taguig. You will drive quality programs across operations, design call monitoring formats, and deliver trend data to management to improve performance.

The role emphasizes data modelling, documentation, and professional collaboration in a hybrid setup after training. Responsibilities include monitoring calls, compiling reports, and coordinating with client alignments to identify needs, with feedback loops to leaders.

Qualifications

• Bachelor’s degree in a related field is required.
• Experience in time-critical analytical roles is preferred.
• QMS or Audit certification is a plus but not required.

Responsibilities

• Lead quality programs across operation units.
• Design call monitoring formats and quality standards.
• Perform call monitoring and provide trend data to operations management.
• Use quality data systems to track performance at team/individual level.
• Coordinate customer and client alignments to identify needs.
• Provide actionable data to internal support groups as needed.
• Facilitate call collaboration sessions for staff.
• Provide feedback to operation leaders and managers.
• Prepare and analyze internal and external quality reports.
• Perform other duties as assigned.

Skills

Data modelling

Analytical thinking

Documentation

Independent work

Team collaboration

Education

Bachelor’s Degree in Industrial Engineering or Business Management

Job description

Work schedule: M-F, 4AM to 1PM

Work setup: Hybrid after training

Location: McKinley Hill, Taguig City

Essential duties

• Lead quality programs across operation units.
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to operations management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in customer and client alignments to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call collaboration session for operation staff.
• Provides feedback to operation team leaders and managers.
• Prepares and analyses internal and external quality reports for the management staff review.
• Perform other duties as assigned.

Qualifications

• Bachelor’s Degree in Industrial Engineering, Business Management or any related field
• Preferably from BPO, or Shared Services company
• QMS / Audit certification is an asset but not a requirement
• Proven experience in a time critical analytical role (ability to meet strict deadlines)
• Strong data modelling, documentation skills and high standards or professionalism with what you do
• Ability to work independently and as part of a team
• Excellent communication skills (assertiveness/confidence)