Quality Assurance Analyst (For Pooling)

Position Description:

The Service Consultant Quality Assurance Analyst plays a pivotal role in ensuring that service desk operations consistently meet or exceed established quality standards and customer expectations. Key responsibilities include improvement and audits of service desk interactions to assess adherence to quality standards and procedures evaluating agent performance based on predefined metrics providing feedback and coaching to improve service quality identifying root causes of issues and implementing corrective actions maintaining accurate records of audit findings and performance metrics collaborating with team leads managers and trainers to develop training programs analyzing customer feedback to identify areas for improvement and fostering cross-functional collaboration to address quality-related issues.

Your future duties and responsibilities:

Your main responsibilities as Service Consultant Quality Assurance Analyst are but not limited to the following:

Quality Assurance: Conduct regular audits of service desk interactions including phone calls emails chat sessions and tickets to assess adherence to quality standards protocols and procedures.
Performance Evaluation: Evaluate 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.
Compliance Monitoring: Ensure compliance with company policies industry regulations and service level agreements (SLAs) by reviewing interactions for adherence to legal security and procedural requirements.
Feedback and Coaching: Provide 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.
Root Cause Analysis: Identify recurring issues trends or systemic problems affecting service quality and initiate corrective actions or process improvements to address them effectively.
Documentation and Reporting: Maintain accurate records of audit findings performance metrics and improvement initiatives. Generate regular reports to management summarizing audit results trends and recommendations for enhancement.
Training and Development: Collaborate with service desk managers team leads and trainers to develop and deliver training programs focused on improving service quality communication skills product knowledge and adherence to protocols.
Quality Standards Development: Assist in the development and refinement of quality assurance standards evaluation criteria and performance benchmarks to ensure continuous improvement and alignment with organizational goals.
Customer Feedback Analysis: Analyze customer feedback surveys and complaints related to service desk interactions to identify areas for improvement and incorporate customer perspectives into quality assurance processes.
Cross-Functional Collaboration: Collaborate with other departments such as IT operations and customer support to address quality-related issues that require cross-functional solutions and ensure alignment with organizational objectives.
Continuous Improvement: Stay informed about industrys best practices emerging technologies and evolving customer needs to proactively identify opportunities for enhancing service desk quality and efficiency.
Escalation Handling: Handle escalated customer complaints or issues related to service quality with professionalism empathy and a commitment to resolving problems in a timely and satisfactory manner.
Professional Development: Engaging in continuous learning and professional development activities to enhance quality skills broaden knowledge and stay abreast of changes in the field. This might include attending conferences workshops or pursuing certifications relevant to quality auditors.

These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time as necessary.

Other responsibilities include:
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.
To come in on time and on scheduled shift and breaks assigned by people manager.
Assists other co-members in processing non-complex incidents or service requests as necessary assigned by the Service Desk management team or Service Desk Manager.
Advise people manager of planned/unplanned leaves as below or depending on the engagements policies.: Vacation leave at least 2 weeks in advance of planned leave date. Sick leave - at least four (2) hours prior to the start of the shift. A member when using sick leave must notify his team leader (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.
Maintain quality standards in accordance with agreed metrics.
Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
To submit necessary delivery reports.
Ensure feedback is given to people manager if potential issues are detected.
Ensure feedback is given to the people manager if process improvement measures can be implemented.
Ensure attendance at planned meetings.

Required qualifications to be successful in this role:

Education:
At least a vocational Diploma Short Course Certificate Undergraduate or Bachelors/College Degree in any field.

Knowledge and Skills:

1. Technical Skills
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.

2. 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.
Ability to identify areas for improvement in service desk processes and delivery.

3. Communication Skills
Excellent written and verbal communication skills.
An ability to effectively communicate with service desk agents leadership members and other stakeholders.
Capacity to provide constructive feedback and recommendations for improvement.
Strong interpersonal skills for building rapport and fostering teamwork.

4. Analytical Skills
Capability to analyze service desk data and identify trends or patterns.
Attention to detail to spot discrepancies or inconsistencies in service delivery.
Problem-solving skills to address issues and improve service desk performance.

5. Organizational Skills
Ability to manage time effectively and prioritize tasks.
Capacity to handle multiple audits simultaneously.
Strong documentation skills for preparing audit reports and other documentation.

6. Continue Learning
Willingness to stay updated on the industry trends best practices and emerging technologies relevant to service desk operations.
Commitment to ongoing professional development to enhance auditing skills and knowledge.

Experience:
Previous IT support / IT Service Desk Experience / Technical Support Representative / Customer Support.
Minimum of 2 years experience as a Quality Auditor.

Others:
Willing to work in a shifting schedule (ex. night shift weekend shift holidays 24/7 support).
Willing to work 100% onsite in both McKinley Taguig and Ortigas sites.

Skills:

• Quality Assurance/QA Strategy

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.