Quality Analyst

Date: 9 Jul 2024

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

The role of the Quality Analyst is to identify and track errors through Quality Evaluations and perform root cause analysis. They use evaluation data and RCA results to identify gaps, create action plans, and improve methodologies related to training, processes, or tools. Additionally, they conduct root cause analysis on pain points raised by stakeholders and customers to identify service delivery gaps and suggest actions for improvement.

The role will be assigned the following responsibilities: 

  • Identify and understand client requirements to anticipate their needs;
  • Ensure positive customer experience;
  • Documentation and completion of required compliance documents in coordination with the CUK onshore team;
  • Assist the Operations Supervisor and the team leader in the implementation of policies and procedures and ensures compliance with Canon’s Standard Operating procedures;
  • Suggest process improvement efforts to ensure high and consistent standards of service;
  • Responsible for verifying accuracy and collating 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 Service 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 the evaluation;
  • Participate in weekly calibration with the operations and stakeholders;
  • Align with the operations on quality guidelines set by CUK 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 processes 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
  • Specialist Knowledge: product and solutions knowledge to understand implications for order process
  • Previous Industry Experience: Customer centric, accurate data entry and strong analytical skills.
  • Excellent 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


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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