Operational Risk Analyst

Roles & Responsibilities: Should be able to identify the potential process gaps and report it on time. Should be able to work in teams towards a common goal. Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals. Should come up with Improvement Initiatives that adds value to the program and company. Maintain and prepares reports as per the program and process requirement. Proactively seeking clarification of requirements and direction; take responsibility when needed. Attention to detail is a key requirement. Serves as point of contact for all hygiene related queries. Assesses and discusses problems relating to yield quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provides process improvements to address these concerns. Ensures adherence to client/Sutherland standards and recommends/develops action plans for process/hygiene improvements, if necessary to contain and correct hygiene related issues. Schedules, coordinates and facilitates call calibration sessions together with the Team Managers and/or client. Conduct FMEA sessions for New hires and existing associates periodically. Qualifications: Minimum graduation in any discipline. 4 years of minimum overall experience; atleast 2 years in BPM/BPO industry.Good verbal & written skills in English. Good understanding of process backed by training scores. Analytical and Statistical skills. Should haveknowledge inMS Office No disciplinary actions in last one year. No long leaves (>3 days leave) in first 6 months. Desirable Qualifications: Auditing experience will be an added advantage. Risk Management related exposure. Work Location: Legazpi, BIcol