Quality Analyst

6 days ago


Manila, National Capital Region, Philippines HCL Technologies Philippines Inc Full time

About the role

HCL Technologies Philippines Inc. is seeking an exceptional Quality Analyst to join our dynamic team. As a Quality Analyst, you will play a crucial role in ensuring the highest standards of quality and customer satisfaction for our IT support services. This full-time position is based in Taguig City, Metro Manila, where you will be part of a fast-paced and collaborative environment.

Key Responsibilities

  • Quality Monitoring: Regularly evaluate customer interactions to ensure adherence to service standards and identify areas for improvement.
  • Feedback and Training: Provide constructive feedback and training to Service Desk staff to enhance their performance and customer handling skills.
  • Process Improvement: Analyze service desk processes and recommend improvements to increase efficiency and service quality.
  • Reporting: Generate detailed reports on service desk performance metrics and QA evaluations, highlighting trends and areas for improvement.
  • Collaboration: Work closely with the Service Desk Manager and other stakeholders to implement QA initiatives and strategies.
  • Documentation: Maintain comprehensive records of QA evaluations, feedback sessions, and training programs.
  • Customer Satisfaction: Monitor customer satisfaction levels and develop strategies to address any issues or concerns.

Skills and Qualifications

  • Experience: Previous experience in a service desk or technical support role, with a strong understanding of QA principles.
  • Analytical Skills: Ability to analyze data and metrics to identify trends and make informed recommendations.
  • Communication: Excellent verbal and written communication skills, with the ability to provide clear and constructive feedback.
  • Attention to Detail: Strong attention to detail to ensure accuracy in evaluations and reports.
  • Customer Focus: A strong commitment to delivering high-quality customer service and improving customer satisfaction.
  • Problem-Solving: Ability to identify issues and recommend effective solutions to improve service desk performance.

About us

HCL Technologies Philippines Inc. is a leading global technology company providing innovative solutions and services to clients across various industries. With a strong focus on quality, innovation, and customer satisfaction, we are committed to empowering our clients and employees to achieve their full potential. Join our talented team and be a part of our exciting journey.

Apply now for this exciting Quality Analyst opportunity at HCL Technologies Philippines Inc.

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