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IT Service Quality Analyst

1 week ago

Mandaluyong City, National Capital Region, Philippines Chubb Full time

Our Service Desk Quality Analyst will be responsible for monitoring, analyzing, and improving the quality of support provided by the Service Desk team. This role involves assessing call and ticket handling, providing feedback, and ensuring adherence to established performance standards.

The ideal candidate must possess strong analytical and problem-solving skills, with excellent communication and interpersonal abilities. A Bachelor's Degree in IT or a relevant field is preferred, along with a minimum of 5-7 years of experience in quality assurance or control.

This position requires a proactive mindset and attention to detail, with the ability to communicate effectively with both internal and external stakeholders. Key Responsibilities:

  • Conduct regular quality assurance assessments of service desk ticket resolutions, live calls, and chat interactions.
  • Identify trends and areas for improvement, providing actionable feedback to Service Desk Agents.
  • Create and maintain quality performance reports, highlighting strengths and areas for development.
  • Collaborate with the team to develop and implement quality improvement initiatives.
  • Facilitate quality review sessions with team members to discuss findings and promote ongoing training.