Quality Assurance Specialist | Metro Manila, Philippines

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"name": "Quality Assurance Specialist", "location": "Metro Manila, Philippines", "locations": ["Metro Manila, Philippines"], "hot": 0, "department": "Technology and Information", "business_unit": "AGD Philippines", "t_update": 1724729550, "t_create": 1713861336, "ats_job_id": "300010074745707", "display_job_id": "22311", "type": "ATS", "id_locale": "22311-en", "job_description": "Quality Assurance: Develop and implement quality assurance standards, processes, and procedures to ensure that products and services meet or exceed end-user expectations. Analyze Service Desk data to generate valuable insights to predict end-user trends. Monitor KPIs, track quality metrics and provide regular analytics reports to upper management. Develop, implement, and maintain quality audit, corrective action, and preventive action plans to ensure compliance. Improve knowledge of products and knowledge of Service Desk performance and functional requirements. Maintaining and develop internal support and service desk quality assurance standards. Reviewing performance results from tickets via calls, emails, chat. Etc. Accompany evaluations with meaningful and constructive feedback with action plans realized till opportunity closure. Discuss and explain feedback with analysts/specialists in regular meetings. Analyze all customer service metrics like CSAT and how the service desk/support team performance affected those KPIs. Create strategies to improve support KPIs. Help the team improve performance with specific instructions and constant support. Map the need for training and onboarding programs and help initiate these projects. Monitor customer service performance on an individual and team level Create reports that reflect Service Desk/Support performance in Quality and present to GSO management. Initiate calibration sessions to maintain consistency in internal evaluations. Demonstrates significant collaboration capability to influence stakeholders, develop and manage processes, mitigate risks, and control quality to achieve positive outcomes. Demonstrated experience in successfully participating in the design/delivery of changes and/or solutions in a global company with a complex business environment. 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Demonstrated experience in successfully participating in the monitoring Performance and Driving Improvement in a global company with a complex business environment. Has previous experience working in a Shared Services Center, willing to work on a 24x7shifting schedules including weekends and holidays. Has excellent analytical and communication skills (written and oral) including strong negotiation and influencing skills and the ability to establish effective working relationships with a variety of people at different levels. ITIL, SDA, CompTIA+ and other relevant certifications is a plus. 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