Quality Analyst

2 days ago Be among the first 25 applicants

• Assist in establishing Quality Assessment & Balanced Scorecard according to international quality standards and benchmark.
• End-to-end (call & ticket) service quality assessment & calibration for Service Desk (SD)
• Extract call recordings and tickets
• Perform compliance & quality check for the calls & corresponding tickets
• Produce Quality Assessments/Balanced Scorecard monthly reports for each Service Desk Engineer (SDE) according to their teams
• Calibrate with SD Leads for each team
• Recommend quality improvements
• Quality training for SDEs, if required
• Deliver all necessary training for new SDEs to acquire necessary job skills.
• Provide ongoing and refresh trainings based on SDE's weaknesses according to results.
• Deliver well-structured quality trainings with all required information and activities.
• Maintain existing material up to date and create new documents and materials when required.
• Create and deliver practical SDE assessments to establish SDE's skills. Deliver assessments at the end of each training week and keep track of the scores and report to relevant stakeholders.
• Provide weekly performance reports through the training and share them with relevant stakeholders.
• Provide preliminary findings and investigation to customer complaints received by SDEs.
• Actively participate in internal, external and client audits, where required.
• Performing Quality Assessments within agreed timelines
  

Quality Analyst (Service Desk)

• 12 months contract
• Work location: Bendemeer
  

The Opportunity

• Assist in establishing Quality Assessment & Balanced Scorecard according to international quality standards and benchmark.
• End-to-end (call & ticket) service quality assessment & calibration for Service Desk (SD)
• Extract call recordings and tickets
• Perform compliance & quality check for the calls & corresponding tickets
• Produce Quality Assessments/Balanced Scorecard monthly reports for each Service Desk Engineer (SDE) according to their teams
• Calibrate with SD Leads for each team
• Recommend quality improvements
• Quality training for SDEs, if required
• Deliver all necessary training for new SDEs to acquire necessary job skills.
• Provide ongoing and refresh trainings based on SDE's weaknesses according to results.
• Deliver well-structured quality trainings with all required information and activities.
• Maintain existing material up to date and create new documents and materials when required.
• Create and deliver practical SDE assessments to establish SDE's skills. Deliver assessments at the end of each training week and keep track of the scores and report to relevant stakeholders.
• Provide weekly performance reports through the training and share them with relevant stakeholders.
• Provide preliminary findings and investigation to customer complaints received by SDEs.
• Actively participate in internal, external and client audits, where required.
• Performing Quality Assessments within agreed timelines
  

Your Background

• Minimum - Diploma in IT/Business Studies or equivalent.
• At least 2 years of experience in a call centre/service desk of which 1 year should be in a training or QA capacity preferably in the IT Managed Services environment.
• Customer focus, interpersonal savvy, composure, organisational agility & priority setting.
• Can deal with the complex relationships and the clashes of priorities and cultures that are bound to occur on large accounts and among diverse groups.
• Excellent analytical ability to grasp key points from complicated details.
• Preferably with ITIL 4/Process Management/ISO 20000 certification or knowledge.
• Excellent analytical abilities to grasp the key points from complicated details.
• Passionate about teaching and coaching.
• Adequate knowledge of applicable software & tools to perform Quality Assessments.
• Familiarity with the concepts and methodologies of quality management.
  

How to Apply: Interested applicants, please click on the "Apply Now" to submit your updated resume.
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Siti Zuriana Bee D/O Mohamed Yusoff
Team Lead – IT & Digital
EA Personnel No: R23112335
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248Seniority level

• Seniority level Entry level

Employment type

• Employment type Contract

Job function

• Job function Quality Assurance
• Industries Staffing and Recruiting

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