Quality Analyst

7 days ago

Quezon City, Philippines Stark Asia Solutions Inc. Full time

On-site - Quezon City 3-5 Yrs Exp Bachelor Full-time Job Description We are looking for a detail-oriented and experienced Quality Analyst to join our team in the BPO sector. The ideal candidate will have a strong background in IT service desk operations and quality assurance, ensuring that service standards meet both client expectations and company policies. Key Responsibilities: Monitor and evaluate the quality of service desk operations to ensure compliance with company and client standards Conduct regular quality audits, analyze call recordings, chat transcripts, and tickets to identify areas of improvement Prepare detailed reports and dashboards using tools like Excel and PowerBI for management review Collaborate with operations and training teams to recommend corrective actions and continuous improvement initiatives Use ITSM tools effectively to track incidents, requests, and service performance metrics Provide feedback and coaching to agents to enhance their service quality and productivity Participate in process improvement projects to enhance customer satisfaction and operational efficiency Qualifications: Minimum 2 years experience as a Quality Analyst in Service Desk (QA SD) Previous experience as IT Helpdesk or Technical Support Stable work history; no job hopping Preferably from a BPO company with exposure to large-scale service desk environments Strong working knowledge of ITSM tools (e.g., ServiceNow, Jira Service Desk) Excellent analytical, communication, and interpersonal skills Proficient in quality monitoring tools and reporting platforms such as Excel and PowerBI Detail-oriented with strong problem-solving skills Ability to work independently and as part of a team in a fast-paced environment Technical Skills Communications Skills Jerome Barrameda HR asscociate Stark Asia Solutions Inc. Working Location Robinsons Bridgetowne. H3VH+RX6, Quezon City, 1110 Metro Manila, Philippines If the position requires you to work overseas, please be vigilant and beware of fraud. If you encounter an employer who has the following actions during your job search, please report it immediately withholds your ID, requires you to provide a guarantee or collects property, #J-18808-Ljbffr

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