Quality Analyst (Service Desk Support)

The Quality Analyst (Service Desk Support) is responsible for establishing, delivering and maintaining high service quality standards in the call centre.

Responsibilities

1. End-to-end (call & ticket) service quality assessment & calibration for SD and Desktop
2. Extract calls recording and tickets
3. Perform compliance & quality check for the calls & corresponding tickets
4. Produce QA/BSC monthly reports for each account
5. Calibrate with SDM/Leads for each account
6. Recommend quality improvements
7. SIP & Quality training on Agent/Desktop engineer if required
8. Deliver all necessary training for new agents to acquire necessary job skills
9. Provide ongoing and refresh trainings based on agent’s weaknesses according to results
10. Deliver well-structured trainings with all required information and activities
11. Maintain existing material up to date and create new documents and material when required
12. Create and deliver practical agent assessments to establish agent’s skills. Deliver assessments at the end of each training week and keep track of the scores and report to Service Desk Manager
13. Provide weekly performance reports through the training and share them with the Service Desk Manager
14. Disseminates information received from client contact point to the Service Desk Engineers as soon as possible and ensures that they are fully briefed on the information received
15. Conduct regular meetings to ensure team members have complete understanding of process and procedures
16. Provide preliminary findings and investigation to customer complaints received by Service Desk Engineers
17. Ensure team’s compliance with national and international quality standards and benchmark
18. Actively participate in internal, external and client audits, where required
19. Performing Case and Call assessments within agreed timelines
20. Producing Quality Reports and providing feedback to the Service Desk and Team Leads
21. Daily tasks which involve, not limited to:
1. Call pick up & email summary
2. Outstanding ticket report
3. MTD call pick up, stats, voicemail, email, outstanding incident, SR, line item & transfer call
4. Performance update & cumulative reporting
5. Coordinating major Incident
6. Setting up Conference Bridge
7. Coordinating with Service Recovery Team on Bridge participation
8. Drafting Incident Report for Major Incidents
9. Prepare & Facilitate OSR (Operational Service Review) on the following items; Norm INC, Major INC, Aging INC, Problem Ticket, RCA review, SLA Perf, OSR Action Items Assignment

Requirements

1. Technical - Adequate knowledge of applicable software to infer statistical data. Familiarity with the tools, concepts and methodologies of quality management
2. Behavioural - 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
3. Is self-motivated and pro-active in heading off problems. Strong & effective communication, interpersonal, facilitation, presentation and report writing skills with desire to work as part of a team
4. Competencies - Customer focus, Interpersonal Savvy, Composure, and Organisational Agility & Priority Setting. Excellent analytical ability to grasp key points from complicated details
5. Experience - At least 3 years of experience in a call center/service desk of which 2 years should be in a training or QA capacity preferably in the IT Managed Services environment
6. Minimum - Diploma in IT/Business Studies or equivalent
7. Preferably with ITIL v3/Process Management/ISO 20000 certification or knowledge
8. Fluent in written & spoken English and Malay
9. Excellent analytical abilities to grasp the key points from complicated details
10. Love teaching and coaching