Service Desk Quality Assurance Specialist

22 hours ago

Taguig, National Capital Region, Philippines beBeeService Full time ₱900,000 - ₱1,200,000
Job Title: Service Desk Quality Assurance Specialist

We are seeking a highly motivated and detail-oriented Service Desk Quality Assurance Specialist to join our team. This is an exciting opportunity for someone who wants to make a difference in the quality of service delivered by our Service Desk.

Job Description

The Service Desk Quality Assurance Specialist plays a pivotal role in ensuring that service desk operations consistently meet or exceed established quality standards and customer expectations. Key responsibilities include:

  • Conducting regular audits of service desk interactions, including phone calls, emails, chat sessions, and tickets, to assess adherence to quality standards, protocols, and procedures.
  • Evaluating the performance of service desk agents based on predefined metrics such as call handling time, first call resolution rate, customer satisfaction scores, adherence to scripts or guidelines, and accuracy of information provided.
  • Ensuring compliance with company policies, industry regulations, and service level agreements (SLAs) by reviewing interactions for adherence to legal, security, and procedural requirements.
  • Providing constructive feedback and coaching to service desk agents based on audit findings to improve performance, enhance customer service skills, and address any identified areas for improvement.
  • Identifying recurring issues, trends, or systemic problems affecting service quality and initiating corrective actions or process improvements to address them effectively.
Required Skills and Qualifications

To be successful in this role, you will need:

  • At least a vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field.
  • Proficiency in using Service Desk software and tools.
  • Understanding of ITIL framework particularly Incident Management, User Account Management and Request Management.
  • Familiarity with various operating systems and software applications commonly used in the organization.
  • Knowledge of basic IT troubleshooting techniques.
  • Ability to analyze data and metrics related to service desk performance.
  • Quality Management Knowledge
  • Understanding of Quality Assurance and Quality Control Principles.
  • Familiarity with ISO 9001 standards or other relevant quality management framework.
  • Knowledge of auditing techniques and practices.
Benefits

As a Service Desk Quality Assurance Specialist, you can expect:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
Others

Additionally, you will have the opportunity to:

  • Work in partnership with local management, colleagues, and clients at all levels to ensure deliveries are met to the satisfaction of the customer.
  • Follow agreed escalation procedures.
  • Manage your time effectively and prioritize tasks.
  • Continuously learn and develop your skills to stay up-to-date with industry trends and best practices.

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