Quality & Reporting Analyst
Quality & Reporting Analyst
Canon Australia- Posted 8 hours ago
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Job Description
Essential Duties
- Lead quality programs across operation units.
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to operations management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Participates in customer and client alignments to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call collaboration session for operation staff.
- Provides feedback to operation team leaders and managers.
- Prepares and analyses internal and external quality reports for the management staff review.
- Perform other duties as assigned.
- Bachelor's Degree in Industrial Engineering, Business Management or any related field
- Preferably from BPO, or Shared Services company
- QMS / Audit certification is an asset but not a requirement
- Proven experience in a time critical analytical role (ability to meet strict deadlines)
- Strong data modelling, documentation skills and high standards or professionalism with what you do
- Ability to work independently and as part of a team
- Excellent communication skills (assertiveness/confidence)
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