Quality Analyst

A Quality Analyst is responsible for evaluating technical support interactions, processes, and systems to ensure they meet and exceed quality and performance standards. The analyst also develops quality reports, assists in calibration sessions, and collaborates with operations to drive continuous improvement. Strong analytical skills, a solid understanding of ITSM tools, and excellent communication are essential for success in this position.

Work setup:
Onsite - Quezon City

Qualifications

• At least two (2) years of experience as a Quality Assurance Analyst.
• Must have a background as a former IT Helpdesk or Technical Support agent, preferably from a BPO company.
• Strong understanding of ITSM (Information Technology Service Management) tools.
• Excellent analytical, communication, and interpersonal skills.
• Experience with quality monitoring tools and reporting platforms (e.g., Excel, PowerBI).