Quality Analyst

Quality Analyst - Operations Customer to Cash

About the Role
In this opportunity as a Communications Specialist you will:

• Complete daily to weekly quality evaluations based on set goals by the manager.

• Perform weekly (or as per agreed frequency) audits across multiple teams and businesses.

• Provide regular audit reports on quality assessments with basic analysis of identified deficiencies and opportunities.

• Follow defined audit processes in conducting quality reviews.

• Gather, analyze, and present data to help management understand team’s performance and opportunities to improve efficiency and reduce quality related errors.

• Participate in and host calibration sessions with relevant stakeholders to ensure consistency on alignment on policies and process workflows.

• Ensure to be up to date on all latest changes and/or enhancements in the processes of different business segments supported by the team.

• Work on ad hoc duties and/or projects as requested by management or based on business needs.

• Apply company policies and procedures to resolve issues.

• Ensure compliance with industry regulatory requirements.

• Provide feedback and coaching to collectors based on audits and findings in a timely manner.

• Plan, organize, and execute various team engagement activities that promote team bonding and a positive work environment.

About You
To be a Quality Analyst, you will have:

• Candidate must possess at least a Bachelors/College Degree, any field.

• At least 1 year of working experience in the related field is required for this position. 1-4 years’ experience is preferred.

• Work experience in a BPO industry is an advantage (Order to Cash, Customer Service and similar).

• Excellent written and verbal communication skills.

• Strong organizational skills and attention to detail.

• Ability to manage multiple tasks and prioritize effectively.

• A positive attitude and eagerness to learn.

• Proficiency in Microsoft Office Suite.

• Willingness to work on night shifts; or based on business needs.

• Willingness to work in Taguig City, hybrid set-up.

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Whats in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.