Order Management Quality Analyst

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services Centre Philippines helps organisations optimise, 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.

About the Role

The Order Management Quality Analyst is overall responsible for designing, developing, and executing quality assurance and control processes for the unit/area assigned. The role will manage client specific concerns, and ensure that all quality updates are communicated properly to the team and that everyone is calibrated.

The role will be assigned the following responsibilities: 

• Lead quality programs across operation units;
• Participate in design of call monitoring formats and quality standards;
• Perform call monitoring and provides 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 analyze 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

If this sounds like you, we’d love you to apply!  

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to 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 on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.
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