Quality And Reporting Analyst

Canon Business Service Centre Philippines; Taguig; On-site; PHP 450,000 - 600,000; Full time

Job summary

Canon Business Service Centre Philippines is seeking a Quality Assurance Lead to drive quality programs across operation units and shape call monitoring formats to meet client expectations.

You will perform call monitoring, compile trend data, and provide actionable insights to management. Strong data modelling and communication skills are essential to succeed in a fast-paced BPO environment.

Qualifications

• Bachelor's degree in Industrial Engineering, Business Management, or related field.
• Experience in a time-critical analytical role.
• Strong data modelling and documentation skills.
• Ability to work independently and in a team.
• Excellent communication and assertive/confident communication.

Responsibilities

• Lead quality programs across operation units.
• Participate in design of call monitoring formats and quality standards.
• Perform call monitoring and provide trend data to operations management team.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Participate in customer and client alignments to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call collaboration session for operation staff.
• Provide feedback to operation team leaders and managers.
• Prepare and analyse internal and external quality reports for the management staff review.
• Perform other duties as assigned.

Skills

Data analysis

Communication skills

Deadline-driven

Documentation

Teamwork

Independence

Education

Bachelor’s Degree in Industrial Engineering

Bachelor’s Degree in Business Management or related field

QMS / Audit certification

Tools

Quality monitoring software

Job description

Job Description:

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)