Quality and Training Coordinator

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.

About The Role

• To monitor and review the quality of staff ticket and call handling to identify learning requirements:
• Review logged jobs for no recent updates or progress
• Review logged jobs for high quality case notes.
• Review logged jobs for proper call category, service call type, severity, urgency and solution.
• Review logged jobs for breaching SLA within 24 hours or similar
• Monitor that customers are updated daily on the progress of issues and requests.
• Review logged jobs for proper escalation procedure.
• Ensure correct troubleshooting procedures.
• Ensure ‘Knowledge Base’ (KB) articles are written correctly by staff.
• Review Customer Satisfaction survey results for further training/process improvement.
• Compile, report and present results to the various Team Managers along with recommendations.
• Compile and record KPI reporting requirements and present to the various Team Managers.
• Own and manage existing training documentation, induction materials, policies, processes and procedures and to understand current training systems.
• To assess the training material and then complement it with original thought and content; to fill any obvious training gaps.
• To implement new learning programs for Managed Service teams and individuals and to:
• Conduct regular learning and development sessions for new starter and refresher training for existing staff
• Arrange and/or perform all training (ticketing system, remote access systems, monitoring systems, etc.).
• Perform expectation and usage training on all systems, e.g., how to best handle calls, write knowledge base (KB) articles, best manage tickets, etc. Ensuring all outstanding calls / issues are resolved or escalated.
  

Qualifications:

• Customer service aptitude and skills
• Passionate about equipping staff to perform and progress
• Possess at least a Diploma or relevant Bachelor's/College Degree (desirable but not essential)
• Excellent oral & written communication skills in English. Confidence in speaking to English-speaking clients in their language.
• Effective communication in a variety of settings and ability to assimilate complex instructions easily
• Comfortable in taking on leadership whilst being capable of following instructions when necessary
  
  

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.