Quality & Training Coordinator

Date: 23-Jun-2022

Location: Taguig City, Philippines

Company: Canon

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

Quality & Training Coordinator is overall responsible for designing, developing and executing quality assurance and control processes for the unit/area assigned. Manages client specific concerns and ensures that all quality updates are Communicated properly to the Team and that everyone is calibrated. The Quality & Training Coordinator will support both internal and external customers in ensuring coverage of the tasks. The role will be assigned the following responsibilities:

  • Lead/Facilitate quality programs across operation units (QA Talk, Roll-out of Quality
  • processes and Calibration sessions)
  • Participates in design of call monitoring formats and quality standards.
  • Performs call and email monitoring and provides trend data to Operations Management Team.
  • Track performance of a Team and individual level.
  • Participates in customer and client alignments (VOC discussions) to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call collaboration session for Operation leaders and staff (Internal / Ops calibration sessions).
  • Provides feedback to Ops Leaders and Managers.
  • Prepares and analyses internal and external quality reports for Business review.
  • Perform other duties as assigned

 

Qualifications  

  • Minimum 3 years’ experience working in an accounts receivable / banking environment.
  • Bachelor's degree in any field (preferred but not required).
  • With BPO experience.
  • Should have solid understanding of a Call Centre or BPO quality standards.
  • Must be detail-oriented and have a good analytical skills to monitor and analyse Operations and provide feedback to management.
  • Focused and driven.
  • Can work under minimum supervision.
  • Customer-centric and results oriented.

 

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.