IT Quality Assurance Specialist

10 hours ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱900,000 - ₱1,200,000
Job Summary

A Quality Assurance Specialist plays a pivotal role in ensuring the delivery of exceptional IT support services to end users. This position involves assessing, monitoring, and enhancing the quality of interactions and how the engagement operates.


Key Responsibilities:
  • Performs call monitoring for both recorded and real-time transactions to maintain high standards of customer service, efficiency, and technical accuracy.
  • Collaborates with teams to design call monitoring formats and quality standards that drive continuous improvement.
  • Develops and implements quality processes and procedures to enhance the overall quality of service delivery.
  • Coordinates and facilitates call calibration sessions internally and with clients to ensure consistency and alignment.
  • Provides actionable data to various internal support groups as needed to inform decision-making and drive business outcomes.
  • Assists in reviewing escalations and performing root cause analysis to identify areas for improvement.
  • Monitors and tracks quality scores and metrics to measure performance and progress.
  • Organizes and facilitates training sessions to keep the team updated on the latest technologies, tools, and best practices in IT support.
  • Serves as a subject matter expert (SME) and provides support for junior analysts to aid in their professional development.
  • Provides coaching and mentoring to team members to enhance their skills and knowledge.
  • Makes recommendations for enhancements to training materials and the knowledge base as necessary to stay ahead of the curve.
  • Performs additional tasks assigned by leadership to contribute to the team's goals and objectives.

Qualifications
  • Bachelor's degree in information technology, Computer Science, or a related field or equivalent work experience.
  • Minimum of 2 years of 24/7 Service Desk experience or 1 year in a quality assurance role with a proven track record of delivering high-quality results.
  • Strong understanding of IT service management principles and practices.
  • Proficiency in using service desk tools, ticketing systems, and quality assurance software.
  • Excellent analytical and problem-solving skills with the ability to interpret data and trends effectively.
  • Strong communication and interpersonal skills to collaborate effectively with diverse teams and stakeholders.
  • Ability to prioritize tasks, manage time efficiently, and work under pressure in a fast-paced environment.
  • Proven ability to work well in a team environment.
  • Demonstrates an understanding of delivering high-quality work products.
  • A self-motivated individual contributor with a passion for quality and excellence.
  • Willingness to work different shifts, weekends, and holidays as required to meet business needs.

Benefits
  • Opportunities for career growth and professional development.
  • Collaborative and dynamic work environment.
  • Competitive compensation and benefits package.
  • Recognition and rewards for outstanding performance.

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