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Quality Analyst | Pasay City (Night Shift)

Keywords / Skills : Call audit, Customer Service, Quality Assurance

1 - 5 years
Posted: 2018-09-20

Nationality
Philippines
Industry
ITES/BPO
Function
Customer Service
Role
Other Customer Service
Education
Bachelors
Degree
Posted On
20th Sep 2018
Job Description
Job Responsibilities:
  • Monitor Tier I service desk calls and provide associated feedback via electronic audits 
  • Monitor Tier I and Tier II ticket activity, providing feedback through written audits 
  • Audit and assess hardware management in client-provided database 
  • Evaluate and provide feedback on less-than-favorable customer surveys 
  • Assist as interface between the client and Stefanini during launches 
  • Recommend and implement changes to operational processes and practices 
  • Research, organize and document training materials for both Tier I service Desk and Tier II Deskside training 
  • Assist in the development of curriculum that includes the creation of manual, references and support materials 
  • Maintenance of refresher training materials, classroom rosters and training records 
  • Classroom setup and teardown 
  • May require one-on-one coaching to help prevent repeat quality issues 
  • Other responsibilities as assigned 
Skills, Licenses, Knowledge, Education and Training Requirements:

  • University graduate or equivalent required 
  • With prior Helpdesk and Operations experience 
  • 1 – 2 years QA experience 
  • Effective communication skills 
  • Excellent organization skills 
  • Knowledgeable in project launches 
  • Knowledge of call center operations is a must 
  • Attendance and schedule adherence are requirements of this position 
  • May require additional project-specific training 
Additional Note:


The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

About Company

About Us
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia and Asia. With more than 22,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application development services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. The corporate global headquarters is located in Sao Paulo, Brazil, with the European headquarters in Brussels and North American headquarters in metropolitan Detroit.

Career Opportunities with Stefanini
In an ever-evolving technological landscape, could you be the next IT innovator? Join our team of talented problem solvers and creative thinkers, and help us re-engineer the world through digital transformation.

We encourage walk-in applicants!
Our recruitment hub is open from Monday - Friday except Philippine holiday, 10:00 AM - 6:00 PM. Please bring a copy of your updated resume to apply.

Awards and Recognition

Named Company of the Year by the Journal Informática Hoje 2017

Ranked the Most Innovative Company in the IT Industry by "Valor Inovação Brasil 2017"
• Received the Business Innovation Award at the 2017 Excellence in Southfield Awards & Reception

Perks and Benefits

Career Growth Prospects

• Paid Time Off (PTO)
• Paid Bereavement/Family Leave
• Maternity & Paternity Leave
• Single Parent Leave
• Life Insurance
• Medical/Health Insurance
• Medical, Prescription, Dental, or Vision Plans
• Employee Discounts
• Transportation Allowance
• Performance Bonus
About Recruiter
Stefanini Philippines
Recruitment
Stefanini
...
Skills I hire for Level I and II IT, Multilingual IT, and various support/corporate positions
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