Quality Analyst

Location: Makati City
Work Setup: Onsite

We are looking for a Quality Analyst – Helpdesk to monitor and improve the quality of technical support services provided to customers and end users. The role will evaluate helpdesk interactions, identify performance and process gaps, provide actionable feedback, and support continuous improvement initiatives.

Key Responsibilities

• Monitor and evaluate calls, chats, emails, and support tickets using established QA standards and scorecards.
• Conduct quality audits to ensure compliance with processes, policies, SLAs, and service standards.
• Assess interactions for accuracy, communication, troubleshooting effectiveness, documentation, and customer experience.
• Provide objective feedback and identify coaching opportunities with Team Leaders.
• Analyze QA results, identify recurring issues and trends, and recommend improvements.
• Prepare quality reports and present findings to Operations and Management.
• Support calibration sessions and maintain QA scorecards and audit guidelines.
• Identify process gaps and recommend improvements to helpdesk workflows.
• Ensure adherence to company policies, client requirements, security procedures, and data protection standards.
• Escalate critical quality and compliance issues when necessary.

Qualifications

• Bachelor’s degree in IT, Business, Communications, or a related field is preferred.
• 1–3 years of experience in Helpdesk, Technical Support, Customer Service, or Quality Assurance.
• Experience in a QA/Quality Analyst role within a helpdesk, contact center, or IT support environment is preferred.
• Knowledge of helpdesk processes, ticketing systems, and customer support practices.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office or Google Workspace, particularly Excel/Google Sheets.
• Willing to work onsite in Makati City.

Preferred Skills

• Experience creating or maintaining QA scorecards.
• Knowledge of ITIL or IT service management practices.
• Familiarity with ServiceNow, Jira, Zendesk, or similar ticketing systems.
• Experience with reporting, data analysis, and Root Cause Analysis (RCA).
• Strong coaching and feedback skills.
• Ability to handle performance-related discussions professionally and objectively.

Key Metrics

• QA Score
• Audit Completion Rate
• Critical/Compliance Error Rate
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Ticket Documentation Accuracy
• Process Adherence
• SLA Compliance
• Quality Improvement Trends

Pay: Php30,000.00 - Php40,000.00 per month

Experience:

• quality analyst: 1 year (Preferred)
• Help desk: 1 year (Preferred)

Work Location: In person