Quality & Reporting Analyst

Canon Business Process Services Philippines Inc.; Pateros; On-site; PHP 360,000 - 600,000; Full time

Job summary

Canon Business Process Services Philippines Inc. is seeking a Quality Assurance Lead to drive quality programs across operation units and design call monitoring formats. You will monitor calls, analyze trends, and report performance across teams, shaping customer experience with actionable insights.

The role requires a bachelor’s degree in Industrial Engineering or Business, and strong data modelling, documentation and communication skills. Collaboration with operations and clients is essential.

Qualifications

• Bachelor’s Degree in Industrial Engineering, Business Management or any related field.
• QMS / Audit certification is an asset but not a requirement.
• Proven experience in a time-critical analytical role with deadlines.
• Strong data modelling, documentation skills and high professionalism.
• Ability to work independently and as part of a team.
• Excellent communication skills (assertiveness/confidence).

Responsibilities

• 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.

Skills

Data modelling

Documentation

Teamwork

Communication

Time management

Analytical thinking

Education

Bachelor's degree in Industrial Engineering or Business

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)