Job Description: Quality Analyst (Enterprise Service Desk)
Overview:
We are seeking a meticulous and detail-oriented Quality Analyst to join our Enterprise Service Desk team. The Quality Analyst will play a crucial role in ensuring the highest standards of service delivery through the evaluation of tickets and calls handled by our service desk agents. This position requires a keen eye for detail, strong analytical skills, and a commitment to maintaining and improving service quality metrics.
Key Responsibilities:
- Evaluate tickets and calls handled by service desk agents to assess adherence to established quality standards and procedures.
- Conduct detailed audits and reviews of interactions to identify areas for improvement in agent performance and customer service.
- Provide constructive feedback and coaching to service desk agents based on evaluation findings to enhance overall service delivery.
- Collaborate with supervisors and managers to implement quality improvement initiatives and training programs.
- Monitor and analyze key performance indicators (KPIs) related to service desk operations such as first call resolution, average handling time, and customer satisfaction scores.
- Generate reports and dashboards summarizing evaluation results, trends, and actionable insights for management review.
- Participate in calibration sessions to ensure consistency in evaluation criteria and scoring among evaluators.
- Stay updated on industry best practices and trends in service desk operations and quality assurance.
Skills and Qualifications:
- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in quality assurance or quality control within a service desk or customer support environment.
- Strong analytical skills with the ability to interpret data and trends, diagnose problems, and recommend effective solutions.
- Excellent communication skills with the ability to provide clear and constructive feedback to agents and stakeholders.
- Detail-oriented and organized, with the ability to manage multiple priorities and deadlines.
- Proficiency in using quality monitoring tools and software.
- Knowledge of ITIL framework and service desk operations is a plus.
- Certifications such as Six Sigma, Lean, or Quality Assurance would be advantageous.
Attributes:
- Critical thinker with a problem-solving mindset.
- Team player with strong interpersonal skills.
- Self-motivated and proactive in driving quality improvements.
- Ability to work independently and collaboratively in a dynamic environment.
Additional Information:
- This is a full-time position based in KL, Malaysia.
- Occasionally, QA may have to visit customer offices in Malaysia.
- Occasional flexibility in work hours may be required to accommodate different time zones or business needs.
- Competitive salary and benefits package offered.
- If you are passionate about maintaining high-quality standards in service delivery and have a keen interest in improving customer satisfaction, we encourage you to apply for this challenging and rewarding position.
