business operations & Quality AnalystCanva

At Canva, we create tools that empower the world to design. Our mission is to democratise design and empower creativity for anyone and everyone, on any platform. Inspired by a team of talented thinkers, an amazing culture, and remarkable growth trajectory-we're out to change the world, one design at a time.
Since launch in April 2013, we have grown exponentially, amassing over 10 million users across 190 different countries who have created more than 400 million designs. We are one of the world's fastest-growing technology companies. We're growing rapidly and building a product that users really love -- just check out Twitter! #CanvaLove
About the Team
Canva's Customer Happiness Team is the face of a platform used by millions of people every day. With over 20 million active users, we strive to make each and every customer happy. The team interacts with our users to provide and process information in response to inquiries, concerns, and requests about Canva and its features. Customer happiness is what gets us up in the morning! Our aim is to provide excellent customer service and to promote this idea throughout the organization.
The Quality Assurance team supports this objective by ensuring that users' inquiries and needs are attended to in a timely manner with appropriate solutions addressing the users' needs and capturing user feedback and communicating that to other teams to support continuous improvement. The Strategy & Planning team ensures that long-term plans are in place as Canva continues to grow globally.
If you're currently looking for an exciting and impactful opportunity, then this is for you! Create a big impact at any stage of your career. You'll have the opportunity to engage with business leaders and influence their business decisions.
What we're looking for:
MS or BA/BS in Computer Science/Data Analytics/Database management/Engineering or related scientific disciplines
Relevant experience in quality management, data analysis, strategy and planning, and project management
Experience in visualization tool - Tableau, PowerBI, Looker
Experience performing data analysis and extracting insights from large and complex data sets.
Knowledge in statistical modeling, data collection, data mining, unstructured data analytics, databases, and SQL
Proficient verbal and written communication skills in English
Willing to work on a night shift (US shift)
What you'll do:
Owns transaction monitoring and review for all of CHT Austin site
Compiles daily, weekly, and monthly operational and quality monitoring dashboards, reports, summaries, and analyses that convey a variety of information, such as categories of tickets received, types of issues observed, specialists behavior observed in handling tickets, etc. to stakeholders
Schedules and hosts fortnightly calibration sessions with the Leads and SMEsAnalyzes CSAT results and quality gaps, identifies needs affecting production performance, and formulates appropriate recommendations and strategies to solve critical business problems.
Analyzes daily performance activities, utilizing multiple reporting systems, and provides on-going performance feedback.
Collaborate with SMEs in conducting regular review and updating of processes aligned to current policy, processes, or changes.
Helps drive innovation and continuous improvement in quality management and related business processes.
Collaborate with the trainer and SMEs and act as a resource through identifying training deficiencies, trends, gaps, and additional needs through performing transaction audits and data analysis.
Helps the Enablement lead in providing leadership and direction to CHT Operations to streamline, integrate, and improve the internal monitoring process.
We'd love it if you have:
Lean Six Sigma certification
Experience in Agile Methodology is an advantage
Experience with Salesforce, Jira Service Management tool and Atlassian suite
What you'd love at Canva:
Competitive salary, plus equity options
Free meals everyday! We have talented In-house chefs that cook delicious breakfast and lunch for us
membership allowance * Professional education allowance
Mental health benefit through employee assistance program.
Competitive HMO and Leave benefits
Sponsored social clubs and team events
Countless fun and quirky celebrations
Work in one of the coolest office in Makati (WFH until prior noitce)
Canva is currently one of Australia's hottest technology startups and has been ranked Australia's #1 place to work.
We mean it when we say we want to create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love.
We have two in-house chefs that whip up amazing breakfasts and lunches for the whole team - check out what's cooking at:
One of our core values at Canva, "Being a force for good" means we are actively working towards a world that isn't just good for a small few, but one that's good for everyone. We believe deeply that bringing together a diversity of thoughts, perspectives, and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.
Canva

Manila City, Metro Manila
Permanent
Full-time