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Service Desk Quality Assurance

4 months ago

Manila, National Capital Region, Philippines Collabera Technologies Private Limited Inc. Full time

Job Responsibilities:

Responsible for implementing quality assurance standards and propose. strategies for the improvement of the delivery of service of Information Technology to the End Users.

Establish and standardize Quality Assurance Processes and Procedures for Information TechnologyEstablish Quality Assurance KPIs and metrics.Review and assess quality of tickets in the IT Service Management Solution tool.Create reports to summarize assessment results and scores.Conduct calibration sessions with IT Leads/Managers/DirectorsConduct feedback and coaching sessions based on the assessment resultsReport issues and ensure corrective actions are taken in accordance with the Quality Assurance Policies and Procedures.Identify improvement and training opportunities to enhance the quality-of-service delivery.Develop new processes and strategies for continuous improvement.Qualifications:At least 1 to 2 years of relevant experience with quality assurance processes and procedures.Preferably with ITIL Certification.Have experience with coaching and/or mentoring individuals.Can start ASAP