The Quality Analyst (Service Desk Support) is responsible for establishing, delivering and maintaining high service quality standards in the call centre.<\/p>\n\n\n\n
Responsibilities<\/strong><\/p>\n\n\n\n \u2022 End-to-end (call & ticket) service quality assessment & calibration for SD and Desktop Requirements<\/strong><\/p>\n\n\n\n \u2022 Technical – Adequate knowledge of applicable software to infer statistical data. Familiarity with the tools, concepts and methodologies of quality management. The Quality Analyst (Service Desk Support) is responsible for establishing, delivering and maintaining high service quality standards in the call centre. Responsibilities \u2022 End-to-end (call & ticket) service quality assessment & calibration for SD and Desktop\u2022 Extract calls recording and tickets\u2022 Perform compliance & quality check for the calls & corresponding tickets\u2022 Produce QA\/BSC monthly […]<\/p>\n","protected":false},"author":25,"template":"","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":""},"_links":{"self":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/awsm_job_openings\/5684"}],"collection":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/awsm_job_openings"}],"about":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/types\/awsm_job_openings"}],"author":[{"embeddable":true,"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/users\/25"}],"wp:attachment":[{"href":"https:\/\/www.opusit.com.my\/index.php\/wp-json\/wp\/v2\/media?parent=5684"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\u2022 Extract calls recording and tickets
\u2022 Perform compliance & quality check for the calls & corresponding tickets
\u2022 Produce QA\/BSC monthly reports for each account
\u2022 Calibrate with SDM\/Leads for each account
\u2022 Recommend quality improvements
\u2022 SIP & Quality training on Agent\/Desktop engineer if required
\u2022 Deliver all necessary training for new agents to acquire necessary job skills.
\u2022 Provide ongoing and refresh trainings based on agent\u2019s weaknesses according to results.
\u2022 Deliver well-structured trainings with all required information and activities.
\u2022 Maintain existing material up to date and create new documents and material when required.
\u2022 Create and deliver practical agent assessments to establish agent\u2019s skills. Deliver assessments at the end of each training week and keep track of the scores and report to Service Desk Manager.
\u2022 Provide weekly performance reports through the training and share them with the Service Desk Manager.
\u2022 Disseminates information received from client contact point to the Service Desk Engineers as soon as possible and ensures that they are fully briefed on the information received.
\u2022 Conduct regular meetings to ensure team members have complete understanding of process and procedures.
\u2022 Provide preliminary findings and investigation to customer complaints received by Service Desk Engineers.
\u2022 Ensure team\u2019s compliance with national and international quality standards and benchmark.
\u2022 Actively participate in internal, external and client audits, where required.
\u2022 Performing Case and Call assessments within agreed timelines
\u2022 Producing Quality Reports and providing feedback to the Service Desk and Team Leads.
\u2022 Daily tasks which involve, not limited,<\/p>\n\n\n\n
\u2022 Behavioural – Can deal with the complex relationships and the clashes of priorities and cultures that are bound to occur on large accounts and among diverse groups.
\u2022 Is self-motivated and pro-active in heading off problems. Strong & effective communication, interpersonal, facilitation, presentation and report writing skills with desire to work as part of a team.
\u2022 Competencies – Customer focus, Interpersonal Savvy, Composure, and Organisational Agility & Priority Setting. Excellent analytical ability to grasp key points from complicated details.
\u2022 Experience – At least 3 years of experience in a call center\/service desk of which 2 years should be in a training or QA capacity preferably in the IT Managed Services environment.
\u2022 Minimum – Diploma in IT\/Business Studies or equivalent.
\u2022 Preferably with ITIL v3\/Process Management\/ISO 20000 certification or knowledge.
\u2022 Fluent in written & spoken English and Malay
\u2022 Excellent analytical abilities to grasp the key points from complicated details.
\u2022 Love teaching and coaching.<\/p>\n","protected":false},"excerpt":{"rendered":"