Quality Assurance Analyst
IQ-EQ
- Pasig City, Metro Manila
- Permanent
- Full-time
- Ticket Analysis and Review: Reviewing and analyzing tickets or reported issues to understand their nature and severity.
- Quality Assessment: Evaluating issue handling or services to ensure they meet quality standards and specifications.
- Identification of Trends and Patterns: Identifying recurring issues or patterns in quality issues to address root causes and prevent future occurrences.
- Coaching and Training: Providing guidance and training to team members to improve their understanding and execution of quality standards and processes.
- Metrics and Reporting: Collecting data and generating reports on quality metrics such as defect rates, resolution times, and customer satisfaction scores to track performance and identify areas for improvement.
- Collaboration and Communication: Working closely with other teams such as shift leads, process analysts, and tech hub engineers to address quality concerns and ensure alignment on quality goals.
- Continuous Improvement: Implementing strategies and initiatives to continuously enhance the quality of services through process improvements, technology upgrades, or skill development.
- Customer Satisfaction Focus: Ensuring that quality efforts are ultimately aimed at improving customer satisfaction by delivering services that meet or exceed their expectations.
- Holder of a relevant degree or certificate from an accredited institution.
- At least 2 years’ experience as Quality Assurance Analyst or equivalent role in a Service Desk environment.
- Proven experience in quality assurance, preferably in a service provider environment.
- Strong knowledge of quality management principles, methodologies, and tools.
- Experience with quality assurance assessment techniques and methodologies.
- Excellent analytical and problem-solving skills.
- Strong attention to detail and commitment to quality.
- Excellent communication and interpersonal skills.
- Proficiency in quality assurance software and tools.
- Certification in quality management (e.g., Six Sigma, Lean, ISO) is a plus.