QA AnalystRest Solution

Purpose
The purpose of this role is to:
Evaluate the processes of Service Desk
Ensure that all processes conform to operations requirements (SLA or OLA) and;
Ensure that Service Desk engineers adhere to the defined processes.
The above can be achieved by making everyone in the Service Desk team understands practical skills to execute
Their task and develop them to bring out employee potential through continuous improvement.
Duties and Responsibilities
Internalize the Service Desk targets and evaluate existing processes to ensure meeting the targets.
Set high standards for Service Desk to adhere to in terms of ticket processing, voice call handling and regular tasks.
Observe actual execution of processes to check if Service Desk executes accordingly. This includes conducting mock calls as necessary.
Conduct regular audit of Service Desk tickets, emails, voice calls and other regular tasks to identify misses against established procedure.
Ensure adherence to process and etiquette by Service Desk engineers even outside the regular audit cycle by continuously monitoring tickets, email, voice call logs and other regular tasks.
Properly document audit findings for reference and historical record.
Generate audit report.
Identify training and development needs of Service Desk engineers based on audit findings
Develop training programs or materials and design assessment methodology to assess progress of trainees
Conduct feedback, coaching and mentoring session with Service Desk engineers based on audit findings.Conduct training as necessary to bridge any QA gap.
Present audit findings to Team Leader or Service Delivery Manager for analysis and performance assessment.
Follow through audit findings and ensure corrective action is performed.
Recommend improvement or process change as necessary to address audit findings
Recommend any improvement on assessment methodology or QA scoring
Rest Solution

Muntinlupa City, Metro Manila
Permanent
Full-time