Knowledge Specialist (QA Specialist)Insight Enterprises, Inc.
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 08/11/2025
Deadline: 01/11/2020
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Posted on 29 September 2020
Basic Job Function:
The Knowledge Specialist is responsible for creating, updating and reviewing knowledge articles, conducting quality assessment (QA) reviews of calls, chats and tickets, and assists with the coordination of training activities within the Service Desk.
This role will focus on:
Manage the knowledge article lifecycle leveraging KCS standards including creating, reviewing, updating and archiving knowledge.
Assist with migration of client knowledge into Insight's KMS system
Review agent calls/chats/tickets through audio/screen capture ensuring that agents have taken and assign agent a call score based upon QA scoring rubrics.
Observe call trends based upon collective scoring and provide recommended individual or collective training for agents to take on a monthly basis.
Coordinate the creation of reports from QA, knowledge, and self-service usage to generate weekly/monthly reports for service desk agents, management and clients.
Work with members of leadership regarding individual and desk-wide trends on agent calls and knowledge usage including performance activities for service desk agents.
Maintain standards with other observers by calibrating each other's calls based upon QA Policy.
Requirements
Qualifications:
Excellent organizational skills & Highly Detailed Oriented
Bachelor's Degree from a 4-year college or university
Must have a minimum of two years helpdesk experience in a corporate environment.
Requires working knowledge of all hardware/software concepts, including all supported Microsoft products and network/account management tools.
Understanding of KCS concepts or KCS certification preferred, but not required.
Previous QA or Knowledge article development is preferred, but not required.
Skills / Software
Quality AssuranceHelp DeskAttention to DetailQuality Management
Working Location
2nd floor of EDSA Pavilion Mall United Street Greenfield District Mandaluyong City , Philippines
Apply Now
Job Description
Bossjob
Basic Job Function:
The Knowledge Specialist is responsible for creating, updating and reviewing knowledge articles, conducting quality assessment (QA) reviews of calls, chats and tickets, and assists with the coordination of training activities within the Service Desk.
This role will focus on:
Manage the knowledge article lifecycle leveraging KCS standards including creating, reviewing, updating and archiving knowledge.
Assist with migration of client knowledge into Insight's KMS system
Review agent calls/chats/tickets through audio/screen capture ensuring that agents have taken and assign agent a call score based upon QA scoring rubrics.
Observe call trends based upon collective scoring and provide recommended individual or collective training for agents to take on a monthly basis.
Coordinate the creation of reports from QA, knowledge, and self-service usage to generate weekly/monthly reports for service desk agents, management and clients.
Work with members of leadership regarding individual and desk-wide trends on agent calls and knowledge usage including performance activities for service desk agents.
Maintain standards with other observers by calibrating each other's calls based upon QA Policy.
Requirements
Qualifications:
Excellent organizational skills & Highly Detailed Oriented
Bachelor's Degree from a 4-year college or university
Must have a minimum of two years helpdesk experience in a corporate environment.
Requires working knowledge of all hardware/software concepts, including all supported Microsoft products and network/account management tools.
Understanding of KCS concepts or KCS certification preferred, but not required.
Previous QA or Knowledge article development is preferred, but not required.
Skills / Software
Quality AssuranceHelp DeskAttention to DetailQuality Management
Working Location
2nd floor of EDSA Pavilion Mall United Street Greenfield District Mandaluyong City , Philippines
Apply Now
Job Description
Bossjob
Other Info
Mandaluyong City, Metro Manila
₱25,000-30,000 per month
Permanent
Full-time
₱25,000-30,000 per month
Permanent
Full-time
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Insight Enterprises, Inc.
About the company
Insight Enterprises, Inc. jobs
Mandaluyong City, Metro Manila
Position Knowledge Specialist (QA Specialist) recruited by the company Insight Enterprises, Inc. at MetroManila, Manila, Joboko automatically collects the salary of , finds more jobs on Knowledge Specialist (QA Specialist) or Insight Enterprises, Inc. company in the links above
About the company
Insight Enterprises, Inc. jobs
Mandaluyong City, Metro Manila