QA Analyst
Stefanini Philippines Inc.
- Pasay, PhilippinesRoxas Blvd, Pasay, Metro Manila, PhilippinesPasayMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2017-08-06T16:00:00+00:00Job closed.
Job Description
- Maintain and oversee quality assurance for assigned program.
- Control programs, practices, and procedures in support of established Information Technology standards and Stefanini’s Best Business Practices.
- Work with internal management and customers on improvement programs to increase the value of the Service Desk to internal customers.
- Work to maintain the quality assurance program for a multi-site multi lingual global service desk.
- Work with other regional quality professionals to analyze regional and global quality performance to determine areas of improvement needed.
- Review and analyze Service Level achievement in conjunction with Service Level Management.
- Advise and consult with project management and customer on all continuous improvement and quality related issues.
- Identify and implement improvements opportunities within the delivery processes that will improve quality and overall delivery effectiveness.
- Perform daily and weekly and monthly required ticket and call audits to ensure all processes are adhered to.
- Provide quality reporting data to project management that shows contractual quality metrics and all relevant trending.
- Perform all project level quality audits for compliance of all quality metrics.
- Update specific trackers and documents with the details of each audit, the results, and details on feedback such as eAudit or specific monitoring tool, monitoring and feedback trackers, etc.
- Investigate and follow up on high-visibility customer escalations.
- Analyzing quality concerns, complaints and compliments, Customer Satisfaction surveys, and First Level Efficiency results for identifying areas of failure.
- Run root cause analysis and implements fixes as needed.
- Assist with the implementation of all Stefanini's Best Business Practices across the program.
- Develop reports, files, and other administrative paperwork as needed to fulfill all tasks above.
- Design individual (together with the agent’s manager) or team improvement plans based on all above items, as part of the Quality Issue process.
- When needed, deliver coaching sessions targeted to improve the agents knowledge, soft-skills, and process awareness.
- Participate in daily, weekly, and monthly customer meetings as requested.
Minimum Qualifications
- Preferably a Bachelor’s degree in any 4-year equivalent course.
- At least 2 years of QA Analyst experience in a Helpdesk/BPO environment.
- At least six (6) months ITIL based Service Desk experience.
- ITIL foundations certificate or Problem Controller training is a plus, but not required.
- ITIL Foundations v2 or v3 understanding is preferred.
- Solid understanding of Microsoft Outlook, Excel, and Word 2010.
- Excellent English communication skills, both oral and written.
- Strong organizational and prioritization skills.
- Focus on attention to details.
- Effective time and project management skills.
- Excellent attendance and schedule adherence.
- Willing to work on different schedules.
Perks and Benefits
Paid Holidays
Paid Vacation Leave
Paid Sick Leave
Paid Bereavement/Family Leave
Maternity & Paternity Leave
Single Parent Leave
Special Leave Benefits for Women
Life Insurance
Medical / Health Insurance
Medical, Prescription, Dental, or Vision Plans
Employee Discounts
Transportation Allowances
Performance Bonus
Required Skills
- MS Office
- ITIL
- Quality Assurance
- Critical Thinking
- Communication Skills
- Coaching
- Computer Troubleshooting
Preferred Courses
- Certificate in Information Technology
- Information Technology
- Associate in Computer Science [Programming & Cisco Networking Technology] (Two-Year Program)
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- 5th Floor, iMet BPO Tower 1, Metropolitan Park, Macapagal Boulevard corner EDSA Extension, Pasay City 1300
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About Stefanini Philippines Inc.
Stefanini brings decades of IT outsourcing expertise to clients around the globe. We support mid-size and large corporations through offshore, onshore and nearshore IT managed services, systems integration, consulting and strategic staffing. Our service offerings include: IT infrastructure outsourcing (helpdesk/desktop services and data center), application development/systems integration, ERP/SAP consulting, asset management, and strategic IT staffing solutions. Our ability to deliver support in 35 languages, in 88 offices, with a direct presence in 39 countries, is why our IT outsourcing solutions are used by some of the largest multinational companies in the world.
With a client base of over 500 active clients, including more than 300 multinational clients, Stefanini maintains a strong presence in industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector, and utilities. Clients benefit from Stefanini’s financial stability, sustained year-over year growth, and zero net debt. The corporate global headquarters is located in Sao Paulo, Brazil with European headquarters in Brussels and North American headquarters in metropolitan Detroit.
Our current market position places us as an IT outsourcing ideal partner for both Fortune 50 companies and small-to-midsize local and regional companies. Our “big enough yet small enough” positioning allows us to confidently exceed customer expectations due to our global presence, expanded IT services portfolio, financial stability and industry maturity, is attractive to large multinational clients, as well as to offer the flexibility, responsiveness and agility that local and regional small and midsize companies require.
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