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Performance Risk and Quality Analyst

Mandaluyong City Job No. r00204472 Full-time

Job Description

Overall: As an individual contributor, supports the Team Lead in managing all processes under Reporting and Compliance Team.


Key responsibilities:
Operations Support – Reporting


1. Review, assess and report compliance on process requirements.
2. Assess quality issues provided by Case Managers, conduct root cause analysis following a set of guidelines, recommend solutions, and collaborate with Case Management team to improve quality performance.
3. Conducts calibration with Case Management team to ensure quality measure is aligned, understood, and reflected in each tower’s master tracker.
4. Works with Reporting Tower Lead on change management process, process automation and/or tools enhancement.
5. Subject matter expert on PMG and Accenture Support functionalities and workflows.
6. Analyze and solve basic or lower-complexity problems.
7. Day to day interaction is with peers within Accenture before updating team leads.
8. Limited exposure with customers and/or Accenture Management
9. Provided with moderate level of instructions on daily work tasks and detailed instructions on new assignments.
10. Individual contributor as part of a team, with a focused scope of work.


Compliance tasks:


1. Maintains our inventory of all Mobility assets and manage access.
2. Accurately track status of completion for all required/mandatory trainings.
3. Support all Information Security and Data Privacy related tasks for Mobility.
4. Manage Business Continuity tasks and proper coordination with all the towers in the team, including local and global Compliance teams.
5. Prepare regular reports and ensure all Compliance documents are updated.
6. All other administrative tasks and coordination related to the above, including but not limited to seat movement/management, procurement of assets for the team, and records management, etc.
7. Escalate issues and challenges to team lead for proper resolution.

Qualifications

Must Have:

  • College Graduate - Bachelor's Degree in any relevant field of study
  • 2-3 years of work experience
  • Reporting and Compliance-related work experience, BPO-setting
  • Experience in creating reports or dashboard using an automation tool.
  • Excellent communication skills in English (verbal and written)
  • MS office skills (PowerPoint, Excel, Word)
  • Growth mindset


Good-to-have

  • Immigration and Travel Experience
  • Process-oriented
  • Detail-oriented
  • Knowledgeable in MS Excel Macro, PowerBI, PowerAutomate and PowerApps
  • Master's Degree

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