Role Overview

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

Responsibilities

• Assist in establishing Quality Assessment & Balanced Scorecard according to international quality standards and benchmark.
• End-to-end (call & ticket) service quality assessment & calibration for Service Desk.
• Extract call recordings and tickets.
• Perform compliance & quality check for the calls & corresponding tickets.
• Produce Quality Assessments/Balanced Scorecard monthly reports for each Service Desk Engineer according to their team.
• Calibrate with Service Desk Leads for each team.
• Recommend quality improvements.
• Quality training for Service Desk Engineers, if required.
• Deliver all necessary training for new Service Desk Engineers to acquire necessary job skills.
• Provide ongoing and refresh trainings based on Service Desk Engineer's weaknesses according to results.
• Deliver well-structured quality trainings with all required information and activities.
• Maintain existing material up to date and create new documents and materials when required.
• Create and deliver practical Service Desk Engineer assessments to establish Service Desk Engineer's skills.
• Deliver assessments at the end of each training week and keep track of the scores and report to relevant stakeholders.
• Provide weekly performance reports through the training and share them with relevant stakeholders.
• Provide preliminary findings and investigation to customer complaints received by Service Desk Engineers.
• Actively participate in internal, external and client audits, where required.
• Performing Quality Assessments within agreed timelines.

Requirements

• Minimum Diploma in Information Technology, Business Studies or its related field.
• At least 2 years of working experience in a Call-Centre/Service Desk, of which 1 year should be in a training or QA capacity preferably in the IT Managed Services environment.
• Preferably with ITIL 4/Process Management/ISO 20000 certification or knowledge.
• Customer focus, Interpersonal Savvy, Composure, Organisational Agility & Priority Setting.
• Fluent in written & spoken English and an Asian language.
• Excellent analytical ability to grasp key points from complicated details.
• Self-motivated and passionate about teaching and coaching.
• Knowledge of applicable software & tools to perform Quality Assessments.
• Familiarity with the concepts and methodologies of quality management.
• Able to handle priorities in problem solving from large accounts and among diverse groups.
• Effective in communication, interpersonal and facilitation skills.
• Good presentation and report writing skills with desire to work as part of a team.