Quality Analyst

3 weeks ago


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

QUALITY ANALYST - Service Desk

The ideal candidate should possess:

  • Strong process knowledge of SD with minimum 2 years of experience

  • Minimum 2 years of experience as Quality Analyst

  • Good communication skills

  • Proficiency in Excel and presentation software

  • English B2 level

  • Appropriate required language at B2 level or higher

Competencies:

  • Process Knowledge

  • Communication Skills

  • MS Office Knowledge

  • Presentation Skills

  • Interpersonal Skills

  • Excel Knowledge

Roles and Responsibilities:

  • Conduct daily audits followed by coaching and feedback

  • Perform daily analysis followed by coaching and feedback

  • Publish dashboard and trends of audits/analysis weekly/monthly

  • Track progress of agents

  • Develop briefings based on common findings from audits/analysis fortnightly

  • Identify and implement process-level improvements

  • Conduct weekly/monthly technical audits and CSAT review calls

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