Quality And Service Improvement Analyst - Taguig - 90K Hybrid

Rotating Shift

The Role

The Quality & Service Improvement Analyst plays a vital role in an organizations commitment to delivering highquality products or services and continuously improving its processes. This role is responsible for assessing analyzing and enhancing the quality of products services and internal processes while actively participating in initiatives to drive organizational improvements.

• Quality Analysis: Evaluate the quality of products or services through data analysis customer feedback and performance metrics. Identify areas for improvement and recommend necessary changes.
• Process Improvement: Collaborate with crossfunctional teams to identify process inefficiencies bottlenecks and areas of waste. Propose and implement process enhancements to increase efficiency and effectiveness.
• Data Collection and Analysis: Collect and analyze data related to quality and service delivery. Use statistical methods and tools to identify trends patterns and opportunities for improvement.
• Quality Metrics Development: Develop and maintain quality performance metrics key performance indicators (KPIs) and dashboards to track and communicate progress toward quality and service goals.
• Root Cause Analysis: Investigate and identify the root causes of quality issues and service disruptions. Work with teams to implement corrective and preventive actions.
• Customer Feedback Analysis: Analyze customer feedback complaints and surveys to identify areas for service improvement. Collaborate with customer support teams to address customer concerns.
• Quality Assurance: Develop and implement quality assurance processes standards and procedures to ensure consistent quality in products or services.
• Service Improvement Initiatives: Participate in service improvement projects and initiatives collaborating with teams to drive improvements in service delivery responsiveness and customer satisfaction.
• Documentation: Maintain accurate documentation of quality processes improvement initiatives and related data. Prepare reports and presentations for management and stakeholders.
• Training and Awareness: Provide training and guidance to employees on quality and service improvement methodologies tools and best practices.

The Requirements

• Bachelors degree in a related field such as Business Quality Management or Process Improvement. A masters degree may be preferred for senior roles.
• 25 years of experience in quality analysis process improvement or related roles.
• Familiarity with quality management principles and methodologies such as Six Sigma Lean or ISO standards.
• Experience in data analysis statistical tools and process mapping.
• Knowledge of customer feedback analysis and improvement strategies.
• Strong analytical and problemsolving skills.
• Proficiency in data analysis tools such as Excel statistical software or quality management software.
• Excellent communication and interpersonal skills.
• Project management skills including the ability to lead improvement projects.
• Attention to detail and the ability to work independently and as part of a team.
• Certification in quality management or process improvement (e.g. Six Sigma Green Belt Lean Certified Quality Analyst) is a plus but not always required.
• Strong commitment to quality and service excellence.
• Adaptability and willingness to learn and apply new methodologies and tools.
• A continuous improvement mindset and a passion for driving positive change within the organization.

Remote Work :

No