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Service Desk Quality Excellence Professional

1 week ago

Mandaluyong City, National Capital Region, Philippines Chubb Full time

At Chubb, we are committed to delivering exceptional service to our customers. As a Quality Analyst for the Service Desk, you will play a vital role in ensuring that our team meets the highest standards of quality.

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 involves conducting regular quality assurance assessments of service desk ticket resolutions, live calls, and chat interactions. You will identify trends and areas for improvement, providing actionable feedback to Service Desk Agents and collaborating with the team to develop and implement quality improvement initiatives.

In addition to your technical skills, you must be able to communicate effectively with both internal and external stakeholders, including customers who speak Portuguese or Spanish. A proactive mindset and attention to detail are essential for this role.

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.