Quality Assurance Analyst

Essential duties

• Identify and understand client requirements to anticipate their needs
• Ensure positive customer experience
• Responsible for documentation and completion of required compliance documents in coordination with the onshore team
• Assist the Operations Supervisor and the team leader in the implementation of policies and procedures and ensures compliance with Standard Operating procedures
• Suggest process improvement efforts, to ensure high and consistent standard of service.
• Responsible in verifying accuracy and collating of all information needed by the client.
• Contribute to team improvement initiatives and projects, including team tools and process changes.
• Prepares weekly and monthly QA reports to the Operations Supervisor.

• Conducts quality evaluation for the transactions done by Operations teams to ensure accuracy, completeness, and timeliness
• Performs coaching to the associates to discuss areas for improvement identified during the evaluation
• Flag the Operations immediately for any critical opportunities identified during evaluation
• Prepares weekly and monthly QA report
• Present regular Quality performance read-outs
• Participates in weekly calibration with the operations and stake holders
• Align with the operations on quality guidelines set by Canon Asia to guarantee uniformity, and understanding for both Ops and Quality
• Assist Team Leads on deep RCA for top error drivers identified during evaluation
• Collaborate with Operations to improve current process and minimize the tendency of repeat opportunities
• Conduct certification and QA guidelines discussion for new hires before endorsement to Operations

• Bachelor’s Degree holder in any business-related discipline
• Must have at least 2 years’ experience in Quality Assurance within healthcare or medical services industries
• Exposure to quality systems (ISO, COPC etc.)
• Previous Industry Experience in a QA or QC role: Customer centric, accurate data entry and strong analytical skills.
• Advanced Excel skills with confidence in managing complex operational spreadsheets; Power BI skills is an advantage
• Excellent written and verbal communication skills
• High level of accuracy and a strong work ethic
• Excellent time management and prioritization skills
• Ability to work independently and as part of a wider team
• Must be amenable to working onsite and willing to work on changing shifts as business requires