Urgent | ITSD Quality Analyst | Onsite

Key Skills:

• Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction.
• Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to support continuous improvement initiatives
• Develop and implement quality assurance process and guidelines to maintain consistent and effective customer service operations.
• Ensure compliance with regulatory requirements, policies and industry standards related to customer interactions and data privacy

Qualifications:

• Bachelor's Degree holder
• has at least 2 years experience in ITSD Quality Assurance role in the BPO setting
• Strong client/stakeholder management experience
• Familiarity with customer service software and quality assurance monitoring tools
• Strong background with QA methodologies
• Experienced with performance metrics and KPI analysis
• Willing to work on site and shifting schedules
• Can start ASAP