Service Consultant Quality Assurance Analyst

Position Description

The Service Consultant – Quality Assurance Analyst, plays a pivotal role in ensuring that service desk operations consistently meet or exceed established quality standards and customer expectations. Key responsibilities include improvement and audits of service desk interactions to assess adherence to quality standards and procedures, evaluating agent performance based on predefined metrics, providing feedback and coaching to improve service quality, identifying root causes of issues and implementing corrective actions, maintaining accurate records of audit findings and performance metrics, collaborating with team leads, managers and trainers to develop training programs, analyzing customer feedback to identify areas for improvement, and fostering cross-functional collaboration to address quality-related issues.

Your future duties and responsibilities

• Quality Assurance: Conduct regular and live audits of service desk interactions, including phone calls, emails, chat sessions, and tickets, to assess adherence to quality standards, protocols, and procedures.
• Performance Evaluation: Evaluate the performance of service desk agents based on predefined metrics such as call handling time, first call resolution rate, customer satisfaction scores, adherence to scripts or guidelines, and accuracy of information provided.
• Compliance Monitoring: Ensure compliance with company policies, industry regulations, and service level agreements (SLAs) by reviewing interactions for adherence to legal, security, and procedural requirements.
• Feedback and Coaching: Provide constructive feedback and coaching to service desk agents based on audit findings to improve performance, enhance customer service skills, and address any identified areas for improvement.
• Root Cause Analysis: Identify recurring issues, trends, or systemic problems affecting service quality and initiate corrective actions or process improvements to address them effectively.
• Documentation and Reporting: Maintain accurate records of audit findings, performance metrics, and improvement initiatives. Generate regular reports to management summarizing audit results, trends, and recommendations for enhancement.
• Training and Development: Collaborate with service desk managers, team leads and trainers to develop and deliver training programs focused on improving service quality, communication skills, product knowledge, and adherence to protocols.
• Quality Standards Development: Assist in the development and refinement of quality assurance standards, evaluation criteria, and performance benchmarks to ensure continuous improvement and alignment with organizational goals.
• Customer Feedback Analysis: Analyze customer feedback, surveys, and complaints related to service desk interactions to identify areas for improvement and incorporate customer perspectives into quality assurance processes.
• Cross-Functional Collaboration: Collaborate with other departments such as IT, operations, and customer support to address quality-related issues that require cross-functional solutions and ensure alignment with organizational objectives.
• Continuous Improvement: Stay informed about industrys best practices, emerging technologies, and evolving customer needs to proactively identify opportunities for enhancing service desk quality and efficiency.
• Escalation Handling: Handle escalated customer complaints or issues related to service quality with professionalism, empathy, and a commitment to resolving problems in a timely and satisfactory manner.
• Professional Development: Engaging in continuous learning and professional development activities to enhance quality skills, broaden knowledge, and stay abreast of changes in the field. This might include attending conferences, workshops, or pursuing certifications relevant to quality auditors.
  
  

Required Qualifications To Be Successful In This Role

• At least a vocational Diploma, Short Course Certificate Undergraduate, or Bachelors/College Degree in any field.
• Minimum of 2 years of experience in IT support, service desk, or technical support roles.
• Minimum of 2 years of experience as a Quality Auditor.
• Certification in ITIL is an advantage.
• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite when needed.
• Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

---