Quality & Compliance Associate Job ID 207428 Posted 24-Feb-2025 Service line Advisory Segment Role type Full-time Areas of Interest Facilities Management Location(s) Makati City - National Capital Region - Philippines **Job Description** The Quality Analyst is responsible for driving adherence to GWK’s quality policy and quality objectives. This support member ensures that operations adhere to the business unit’s Service Quality Plan by performing the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and analytics, and quality improvement to drive superior stakeholder experience. **Working Hours** 6:00am to 3:00pm; may change per business requirement **Core Responsibilities** 1. Develops a transaction monitoring plan, establishes scope, policies, and parameters based on process or stakeholder requirements. Creates audit form, sampling methodology, RACI model, and feedback mechanism. Collaborates with stakeholders to define critical, non-critical parameters and zero tolerance policy. 2. Performs transaction audit in the available QMS platform through remote, side-by-side, live or recorded monitoring. 3. Generates and prepares relevant data to measure, analyze, evaluate, and improve service delivery performance. Follows a data-driven approach to improve areas in processes and resources. 4. Conducts root-cause analysis through 5-WHY analysis and 7 quality tools to facilitate effective correction, corrective, and preventive action planning on team performance management, customer complaints, and/or escalations as applicable. 5. Delivers performance management through coaching, feedback, quality huddles, and triad sessions. Facilitates best practice sharing through call listening sessions, calibration meetings, and business reviews with operations and accounts partners. 6. Facilitates calibration sessions to discuss process gaps, best practices, opportunities for improve to ensure process alignment across the business unit. 7. Manages audit disputes and supports operations in the delivery of validation results. 8. Supports operations in customer complaint management through RCA and collaborates in action planning and implementation 9. Serves as operations back-up as needed during high volume intervals with 1 to 2 hours per week production time (phone time, email/ticket processing); training and supervisor back-up as applicable 10. Performs quality trainings to enable, empower, and support operations in learning and development, and process improvement 11. Performs CSAT/Voice of Customer analysis from stakeholder feedback, empathy conversations to improve process and stakeholder experience 12. Partners with operations to find process improvement opportunities and challenge the status quo to optimize resources, business value, and improve customer experience 13. Performs quality performance management discussions during business reviews; shares quantitative and qualitative findings, non-conformities, and action plans 14. Delivers process improvement initiative through but not limited to lean, automation, data visualization, and six sigma approaches 15. Partners with relevant departments and functional unit to deliver QMS and Business management system requirements based on ISO standards 16. Collaborates with operations to implement and drive Risk Management Framework and helps promote risk-based thinking on all business unit dealings to improve QMS governance **Qualifications** 1. Bachelor's degree (BA/BS) from 4-year college or university required 2. Experience of 3 to 5 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience, quality management 3. Microsoft Office proficient 4. Understanding of basic ISO and other external audit standards 5. Six Sigma Yellow Belt is preferred 6. Intermediate to advanced knowledge in Excel 7. Knowledge of PowerBI, Salesforce, Peoplesoft, ServiceNow will be added advantage 8. Strong analytical and problem-solving skills 9. Quick learner and sharp attention to detail 10. Good coaching and communication skills 11. High standard and regard to quality and integrity 12. Excellent written and verbal communication skills 13. Ability to interact with different enterprise stakeholders, clients, and business partners 14. Knowledge of accounts payable principles, accounting standards, and industry regulations is preferred 15. Extensive experience in account reconciliation 16. Results-oriented with an analytical mindset; strong problem solving and interpersonal skills 17. Strong time management and organizational skills 18. Ability to provide efficient, timely, reliable, and courteous service to customers 19. Ability to effectively present information **What's in it for you?** · Working alongside an experienced, well-established individual. · Government Mandated Benefits · Hybrid Work Setup · Paid Leaves (15 SL and 15 VL annually) · HMO with up to three free dependents · Life Insurance · Annual Performance Bonus · Annual Merit Increase **EQUAL OPPORTUNITIES** At CBRE, our unwavering commitment to diversity, equity and inclusion begins with you. We are strengthening our inclusive culture, so everyone feels safe, valued, and heard. Because when you belong, we all succeed. We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability, or age. **CBRE Global Workplace Solutions (GWS)** As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings. When you join CBRE, you become part of a global leader in commercial real estate and investment services that help businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service, and excellence - and we value the diverse perspectives, backgrounds, and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your full potential. **We look forward to hearing from you!** CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)