The Quality Analyst (Service Desk) is responsible for establishing, monitoring and maintaining high service quality standards in Service Desks

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Assist in establishing Quality Assessment & Balanced Scorecard according to international quality standards and benchmark.

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End-to-end (call & ticket) service quality assessment & calibration for Service Desk (SD)

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Extract call recordings and tickets

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Perform compliance & quality check for the calls & corresponding tickets

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Produce Quality Assessments/Balanced Scorecard monthly reports for each Service Desk Engineer (SDE) according to their teams

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Calibrate with SD Leads for each team

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Recommend quality improvements

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Quality training for SDEs, if required

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Deliver all necessary training for new SDEs to acquire necessary job skills.

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Provide ongoing and refresh trainings based on SDE's weaknesses according to results.

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Deliver well-structured quality trainings with all required information and activities.

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Maintain existing material up to date and create new documents and materials when required.

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Create and deliver practical SDE assessments to establish SDE's skills. Deliver assessments at the end of each training week and keep track of the scores and report to relevant stakeholders.

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Provide weekly performance reports through the training and share them with relevant stakeholders.

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Provide preliminary findings and investigation to customer complaints received by SDEs.

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Actively participate in internal, external and client audits, where required.

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Performing Quality Assessments within agreed timelines

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Minimum - Diploma in IT/Business Studies or equivalent.

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Preferably with ITIL 4/Process Management/ISO 20000 certification or knowledge.

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Excellent analytical abilities to grasp the key points from complicated details.

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Passionate about teaching and coaching.

Core Skills

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Technical;

Adequate knowledge of applicable software & tools to perform Quality Assessments. Familiarity