Quality Assurance Analyst

Canon Business Process Services Philippines Inc.; Pateros; On-site; PHP 360,000 - 480,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking a Quality Assurance professional to reinforce our on-site operations and ensure premier service delivery. The role emphasizes client requirement understanding, documentation, and regular QA reporting.

You will collaborate with the onshore team and Operations Supervisor to uphold SOPs and drive process improvements. The ideal candidate has a Bachelor's degree in a business-related field, 2+ years QA experience in healthcare/medical services,

Qualifications

• Bachelor’s Degree in any business-related discipline.
• 2+ years’ experience in Quality Assurance within healthcare or medical services industries.
• Exposure to quality systems (ISO, COPC etc.).
• Previous industry experience in a QA or QC role: customer centric, accurate data entry and strong analytical skills.
• Advanced Excel skills with confidence in managing complex operational spreadsheets; Power BI skills is an advantage.
• Excellent written and verbal 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.
• Must be amenable to working onsite and willing to work on changing shifts as business requires.

Responsibilities

• 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 onshore team
• Assist the Operations Supervisor and the team leader in the implementation of policies and procedures and ensures compliance with 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.
• Conducts quality evaluation for the transactions done by Operations 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
• Present regular Quality performance read-outs
• Participates in weekly calibration with the operations and stake holders
• Align with the operations on quality guidelines set by Canon Asia 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

Skills

Advanced Excel

Power BI

Analytical skills

Written and verbal communication

Time management

Team player

Education

Bachelor’s Degree in any business-related discipline

Job description

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

Essential duties

Quality Assurance

• 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 onshore team
• Assist the Operations Supervisor and the team leader in the implementation of policies and procedures and ensures compliance with 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 and Reporting Analysis

• Conducts quality evaluation for the transactions done by Operations 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
• Present regular Quality performance read-outs
• Participates in weekly calibration with the operations and stake holders
• Align with the operations on quality guidelines set by Canon Asia 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
• Must have at least 2 years’ experience in Quality Assurance within healthcare or medical services industries
• Exposure to quality systems (ISO, COPC etc.)
• Previous Industry Experience in a QA or QC role: Customer centric, accurate data entry and strong analytical skills.
• Advanced Excel skills with confidence in managing complex operational spreadsheets; Power BI skills is an advantage
• Excellent written and verbal 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
• Must be amenable to working onsite and willing to work on changing shiftsas business requires

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self at work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending onthe nature of your employment with Canon Group and the country where you work. All applicants must beeligible to work in the country they are applying to at the time of application.

Successful applicants will be notified of next steps.