Quality Analyst

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

Location: McKinley Hill, Taguig

Schedule: 8AM - 5PM (Dayshift)

Work Set-Up: Temporary Onsite (Hybrid after training)

What We Offer

• Work-life balance in a supportive environment
• Competitive compensation and benefits package
• Opportunity to grow your career in a global company

Essential Duties

• Identify and understand client requirements to anticipate needs
• Ensure a positive customer experience
• Handle documentation and compliance requirements in coordination with the CUK onshore team
• Support Operations Supervisor and Team Leader in implementing policies and procedures aligned with Canon’s standards
• Suggest and support process improvement initiatives to maintain consistent service quality
• Verify accuracy and collate information required by clients
• Contribute to team improvement projects, including tools and process changes
• Prepare weekly and monthly QA reports for Operations Supervisor
• Conduct quality evaluations of service team transactions to ensure accuracy, completeness, and timeliness
• Provide coaching to associates on areas for improvement identified during evaluations
• Flag critical issues to Operations promptly
• Participate in weekly calibration sessions with Operations and stakeholders
• Assist Team Leads with root cause analysis of top error drivers
• Collaborate with Operations to improve processes and reduce repeat issues
• Conduct certification and QA guideline discussions for new hires before endorsement to Operations

Qualifications

• Bachelor’s degree in any business-related discipline
• Product and solutions knowledge to understand implications for order processes
• Customer-centric mindset with strong analytical skills and accurate data entry experience
• Excellent communication skills
• High level of accuracy and strong work ethic
• Strong time management and prioritization skills
• Ability to work independently and as part of a team