Quality Analyst
1 week ago
Responsibilities
- Review and assess service desk interactions (calls, chats, emails, tickets) for quality, accuracy, and compliance.
- Develop and maintain quality scorecards and evaluation criteria.
- Analyze service desk metrics (e.g., first call resolution, response time, customer satisfaction).
- Identify trends, gaps, and opportunities for improvement
- Provide constructive feedback to service desk agents based on quality assessments.
- Collaborate with team leads to support coaching and training initiatives.
- Recommend enhancements to service desk processes, workflows, and knowledge base content.
- Perform root cause analysis and continuous improvement projects.
- Prepare regular daily, weekly, monthly, reports on quality performance and improvement initiatives.
- Conduct training on process, ticket documentation mandates, customer handling and communication skills.
- Review DSAT surveys, analyze the response, reach out to the end users, find out root causes and provide feedback
- Help with SD volume by answering calls or chats as and when applicable due to outages or high volume
Qualifications
- At least 2 years QA in Service Desk
- Former IT HELPDESK or Technical Support
- No to Hopper
- Preferably someone who came from BPO company
- Strong understanding of ITSM tools
- Excellent analytical, communication, and interpersonal skills
- Experience with quality monitoring tools and reporting platforms (Excel, PowerBI)
Job Type: Full-time
Pay: Php60, Php65,000.00 per month
Benefits:
- Company events
- Health insurance
- Opportunities for promotion
- Pay raise
Work Location: In person
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