Quality Assurance Analyst

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, 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.

Essential duties

Quality Assurance

• Identify and understand client requirements to anticipate their needs
• Ensure positive customer experience
• Responsible for documentation and completion of required compliance documents in coordination with the onshore team
• Assist the Operations Supervisor and the team leader in the implementation of policies and procedures and ensures compliance with Standard Operating procedures
• Suggest process improvement efforts, to ensure high and consistent standard of service.
• Responsible in verifying accuracy and collating of 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.

Operational and Reporting Analysis

• Conducts quality evaluation for the transactions done by Operations 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 evaluation
• Prepares weekly and monthly QA report
• Present regular Quality performance read-outs
• Participates in weekly calibration with the operations and stake holders
• Align with the operations on quality guidelines set by Canon Asia 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 process 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
• Must have at least 2 years’ experience in Quality Assurance within healthcare or medical services industries
• Exposure to quality systems (ISO, COPC etc.)
• Previous Industry Experience in a QA or QC role: Customer centric, accurate data entry and strong analytical skills.
• Advanced Excel skills with confidence in managing complex operational spreadsheets; Power BI skills is an advantage
• Excellent written and verbal 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
• Must be amenable to working onsite and willing to work on changing shifts as business requires