• We are looking for a detail-oriented and experienced Quality Analyst to join our team in the BPO sector. The ideal candidate will have a strong background in IT service desk operations and quality assurance, ensuring that service standards meet both client expectations and company policies.

Key Responsibilities:

• Monitor and evaluate the quality of service desk operations to ensure compliance with company and client standards
• Conduct regular quality audits, analyze call recordings, chat transcripts, and tickets to identify areas of improvement
• Prepare detailed reports and dashboards using tools like Excel and PowerBI for management review
• Collaborate with operations and training teams to recommend corrective actions and continuous improvement initiatives
• Use ITSM tools effectively to track incidents, requests, and service performance metrics
• Provide feedback and coaching to agents to enhance their service quality and productivity
• Participate in process improvement projects to enhance customer satisfaction and operational efficiency

Qualifications:

• Minimum 2 years experience as a Quality Analyst in Service Desk (QA SD)
• Previous experience as IT Helpdesk or Technical Support
• Stable work history; no job hopping
• Preferably from a BPO company with exposure to large-scale service desk environments
• Strong working knowledge of ITSM tools (e.g., ServiceNow, Jira Service Desk)
• Excellent analytical, communication, and interpersonal skills
• Proficient in quality monitoring tools and reporting platforms such as Excel and PowerBI
• Detail-oriented with strong problem-solving skills
• Ability to work independently and as part of a team in a fast-paced environment