System and Process Improvement Specialist

Job Description

Position Title : Specialist, Service Quality

Job Grade : 13

Department : Service Quality

Business Unit : GBS Manila

Division : Logistics

Location : Manila

Job Purpose

The Service Quality Specialist is responsible for ensuring the efficient, effective, and optimal use of processes, applications, and communication channels to deliver service excellence across the organization. The role focuses on implementing new processes, improving existing workflows, and identifying efficiency and service delivery opportunities.

This position also supports system enhancements, user access control, and project initiatives aimed at improving customer satisfaction, cost efficiency, and operational quality.

Roles & Responsibilities

Service Quality

• Support the design, documentation, and deployment of standard processes in collaboration with Operations and Service Quality teams.
• Monitor key performance indicators (KPIs), identify areas for improvement, and implement corrective actions.
• Ensure all defined processes are deployed, communicated, and properly documented.
• Facilitate change management initiatives related to new processes and system applications.
• Coordinate customer implementation projects, including planning, progress tracking, and reporting.
• Support system-related testing (e.g., UAT), user access administration, and monitoring of service-related mailboxes.
• Ensure timely communication of updates and process changes to internal teams.

Process Improvement and Innovation

Business Systems Support

Qualifications & Requirements

Key Result Areas