Quality AnalystCBRE

Job Description
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.
Core Responsibilities
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.
Performs transaction audit in the available QMS platform through remote, side-by-side, live or recorded monitoring.
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.
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.
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.
Facilitates calibration sessions to discuss process gaps, best practices, opportunities for improve to ensure process alignment across the business unit.
Manages audit disputes and supports operations in the delivery of validation results.
Supports operations in customer complaint management through RCA and collaborates in action planning and implementation
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
Performs quality trainings to enable, empower, and support operations in learning and development, and process improvement
Performs CSAT/Voice of Customer analysis from stakeholder feedback, empathy conversations to improve process and stakeholder experience
Partners with operations to find process improvement opportunities and challenge the status quo to optimize resources, business value, and improve customer experience
Performs quality performance management discussions during business reviews shares quantitative and qualitative findings, non-conformities, and action plans
Delivers process improvement initiative through but not limited to lean, automation, data visualization, and six sigma approaches
Partners with relevant departments and functional unit to deliver QMS and Business management system requirements based on ISO standards
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
Bachelor's degree (BA/BS) from 4-year college or university required
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
Microsoft Office proficient
Understanding of basic ISO and other external audit standards
Six Sigma Yellow Belt is preferred
Intermediate to advanced knowledge in Excel
Knowledge of PowerBI, Salesforce, Peoplesoft, ServiceNow will be added advantage
Strong analytical and problem-solving skills
Quick learner and sharp attention to detail
Good coaching and communication skills
High standard and regard to quality and integrity
Excellent written and verbal communication skills
Ability to interact with different enterprise stakeholders, clients, and business partners
Knowledge of accounts payable principles, accounting standards, and industry regulations is preferred
Extensive experience in account reconciliation
Results-oriented with an analytical mindset strong problem solving and interpersonal skills
Strong time management and organizational skills
Ability to provide efficient, timely, reliable, and courteous service to customers
Ability to effectively present information