Service Assurance Coordinator

4 weeks ago


Taguig, Philippines Eastvantage Business Solutions Inc. Full time
About the role:

About the Role:

The Service Assurance Coordinator or Incident Management Analystis responsible for coordinating the response to incidents, disruptions, or service failures to ensure minimal downtime and a rapid return to normal operations. This role involves overseeing incident response teams, analyzing incidents, implementing resolution procedures, and continuously improving incident management processes.

Responsibilities:

  • Achieves daily, weekly and monthly quality monitor goals for email/call/order in accordance with account specified goals
  • Provide performance feedback and input to all monitored calls to increase service quality - Real time discussion
  • Serves as point of contact for all quality issues and questions
  • Prepares QA/i4C reports and interacts with operations and support groups regarding quality improvements.
  • Schedules, coordinates and facilitates call calibration sessions at the direction of the Account Supervisor and Account Managers
  • Lead the team in implementing SSE (documentation and compliance) and ensure account compliance.

Position requirements:

Experience in any the following:

  • Should have minimum of 4 years of relevant experience as Service Assurance Coordinator.
  • Strong problem-solving and decision-making skills.
  • Excellent communication and leadership abilities.
  • Familiarity with incident management tools and software.
  • Knowledge of IT service management (ITSM) frameworks, such as ITIL.
  • Ability to work well under pressure and manage high-stress situations.
  • Analytical mindset for post-incident analysis and process improvement.
  • Certification in incident management (e.g., ITIL Incident Management) is a plus.
  • Primarily responsible for the management of the day-to-day activities of service desk and service desk engineers.
  • Must have experience in customer service work environment.
  • Must have experienced using any Service Desk System any IT remote tools for problem determination and resolution.


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