Quality Analyst

3 weeks 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

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  • withholds your ID,
  • requires you to provide a guarantee or collects property,
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