Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Process Specialist (Quality Assurance Tester)
**JOB SUMMARY**
To accurately and efficiently provide Operations with Line of Business (LOB)-specific information on management information (MI), scheduling requirement/maintenance, and real time management to support continuous improvement initiatives in data analysis, reporting and database management.
**MAJOR
**RESPONSIBILITIES**:
**1.
Management Information**
- Generates accurate and timely information on LOB specific MI, schedule maintenance, databases, and Real Time management
- Provides LOB-specific workforce data and database expertise to the Operations team for their performance metrics improvement and other project initiatives
- Acts as contact person to maintain and support internal databases
**2.
Audit and Process Improvement**
- Monitors CMS / Real-time Adherence (RTA) for call-in queue, agent activities, excessive talk time, agents in aux work or post-work status
- Advances self and team knowledge of work force management tools, software, and databases by keeping abreast on new enhancements and up-skilling through training opportunities; Participates in requirement sessions for new databases and testing
- Identifies potentiation enhancements to current report templates and recommends opportunity areas for improved reporting to the Sr.
Process Specialist and Operations teams
**3.
Administrative **responsibilities**
- Monitors call traffic and staffing levels accurately to ensure call center operations' service levels are maintained
- Acts as contact person for all activities associated with Workforce Management resource and schedule recommendation; Provides guidance on scheduling recommendation to meet staffing requirements
4.
May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Operations
5.
Other job-related duties that may be assigned from time to time
**JOB SPECIFICATIONS/ QUALIFICATIONS**
- ** Educational Background**:College graduate**:
- ** Professional Experience**:1.5 years' experience in a call center workforce environment, preferably with forecasting and scheduling experience**:
**Additional Responsibilities**:
- Help the Process Manager in designing effective and efficient processes
- Act as contact person to maintain and support internal trackers and documentations
- Help the Process Manager in the identification and prioritization of improvement opportunities
- Help the Process Manager in the identification of opportunities that expose and mitigate risk
- Lead local process improvements using Lean, Six Sigma or Agile, whichever is appropriate for a particular improvement opportunity
- Lead process automation or tool development, as applicable
- Develop, coordinate and execute test plans with project team and the business users to assure quality automated tool, as applicable
- Monitor all process improvements in the assigned Process Group / Department and escalate to the Department Manager any challenges that need management intervention
**Preferred Qualifications**:
- Bachelor's degree in Engineering, Business, Commerce, Science, or any other relevant field
- At least 1 year of experience in designing, managing, controlling and optimizing processes
- At least 1 year of experience in a software development, testing, and or automation role
- At least 1 year developing web-based solutions such as using HTML, CSS3, JavaScript,.NET, or SQL
**Additional Skills Required**:
- Proven analytical and problem-solving skills
- Experience in Business Process Management, process improvement and change management
- Excellent verbal and written communication, interpersonal, and problem-solving skills
- Leadership skills and able to collaborate with cross-functional teams
- Aptitude to learn new things or new technologies and be inquisitive
**Note**:
- Requisition is open under local terms
- Must be willing to work in Alabang, Muntinlupa City
No agencies please.
Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.
All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.
Capital One promotes a drug-free workplace.
Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal R