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Quality Assurance Expert – Service Desk Operations

1 week ago

Mandaluyong City, National Capital Region, Philippines Chubb Full time

We are seeking a highly skilled Quality Assurance Expert to join our Service Desk Operations team at Chubb. As a Quality Analyst, you 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.

You will conduct regular quality assurance assessments of service desk ticket resolutions, live calls, and chat interactions, identifying trends and areas for improvement. You will collaborate with the team to develop and implement quality improvement initiatives, creating and maintaining quality performance reports and facilitating quality review sessions.

As a member of our team, you will have the opportunity to work closely with colleagues from various departments, sharing knowledge and best practices to drive continuous improvement.