Quality Assurance and data analystZendesk

Job Description
As a Zendesk QA Assurance and Data Analyst, you are the face of quality assurance! You are keen to detail and are drawn to the data. You are responsible for establishing and delivering a quality improvement cycle for our Global Employee Shared Services Team (GESS).
You might be a fit if you're passionate about using your analytical skills to help us improve and optimize our employee processes and interactions.
QA & Data Analyst Responsibilities
Review and complete evaluations of employee tickets, ensuring consistency in scoring.
Partner with our QA and Training Specialist to continuously improve and evolve the QA framework and scorecards.
Perform trend analysis on evaluation data, provide insights to our training lead and Service Delivery Leaders.
Partner with our Sr. Coordinator of Data & Analytics to create, consolidate, and analyze broader GESS reports on efficiency, CSAT, and performance.
Partner with our QA and Training Specialist to identify areas of improvement and impact through above analysis.
Prepare, prep decks, and, at times, facilitate, calibration sessions with HR Center of Excellence leadership to align on optimization opportunities.
Carry out ad hoc continuous improvement efforts and reporting requests.
Knowledge, Skills and Abilities:
You have excellent prioritization and organizational skills.
You have solid attention to detail and process
You love digging into data to answer stakeholder questions
You are a teammate and care about ticket evaluation findings, so we can improve our employee experience, NOT, so we can point fingers.
You love making things more efficient.
You have a desire to build and implement new processes that improve the experiences of Zendesk Employees
Motivated and capable of working on your own as well as part of a globally distributed team
You are comfortable collaborating closely with stakeholders and multiple levels of management.
Requirements:
Education - Bachelor's degree or equivalent work experience preferred
4+ years experience in a Quality Assurance and/or 4+ years working with data (i.e., quantitative analysis experience, including handling, manipulating, and analyzing data and creating analytical reports and presentations)
Experience with analytics dashboards such as Explore, Tableau
Google Suite proficiency
Project management skills preferred
Excellent written and oral communication skills, including ability to present data and communicate with CoE leadership
About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at .
We believe in service. about how we provide support to our local communities with volunteering, grants and product donations.
Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please .
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.
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Zendesk

Manila City, Metro Manila
Permanent
Full-time