Service Desk – Quality Analyst

Full Time
BGC - Taguig
Posted 3 years ago


  • The QA/Trainer ensures the quality of help desk support services through training new hires, monitoring and reviewing help desk activities (calls and tickets), conducting periodic assessments of technician skills and knowledge, coaching and remediation sessions, tracking performance over time and recommending process improvements
  • Monitor, review and score help desk calls and tickets on a daily basis to ensure compliance with service standards
  • Track QA results, analyze to identify concerns and provide QA reports to management. Recommend improvements and participate in implementing
  • In cooperation with Service Desk management and account management develop and implement targeted QA processes and schedules to address identified priorities
  • Conduct coaching and remediation sessions with Service Desk resources to verify awareness of standards and processes and facilitate improvement.

What’s in it for you:

  • 400k Medical HMO Insurance effective on Day 1
  • P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
  • Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Desired Competencies (Technical/Behavioral Competency):

  • Strong in Communication skills and interpersonal skills with exposure to handling Service Desk services
  • Excellent oral, written communication and presentation skills
  • Experience with quality assurance and process development
  • Strong training and instructional design skills
  • Experience in coaching and training new hires on help desk processes, procedures, standards, and systems. This includes call handling, customer service skills, ticket creation and documentation and basic troubleshooting resources and methods
  • Experience in developing, administer and score assessments. Track and report on results
  • Experience in conducting training sessions in cooperation with help desk management to minimize disruption
  • Good-to-Have: ITIL Certification.


  • Competitive salary package and HMO Benefits
  • Direct hire
  • Will provide equipment
  • Amenable to work in shifting schedule

Job Features

Job CategoryQuality Analyst, Quality Assistance, Service Desk
Desired Experience Range6 to 8 years
Salary RangeCompetitive
Work set-upTemporary work-from-home

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