Helpdesk QA Analyst: Elevate Support Quality

Seven Seven Global Services, Inc.; Makati; Sur place; PHP 279 000 - 502 000; Plein temps

Résumé du poste

Seven Seven Global Services, Inc. is seeking a Quality Analyst – Helpdesk to monitor and improve the quality of customer support interactions. The role collaborates with Helpdesk Agents, Team Leaders, and Operations to drive continuous service improvements.

The ideal candidate will have 1–3 years in QA or helpdesk roles, strong analytical and communication skills, and experience with ticketing platforms. The position emphasizes data-driven coaching and adherence to SLAs and quality standards.

Qualifications

• Bachelor’s degree in IT, Business, Communications, or related field preferred.
• 1–3 years of experience in Helpdesk, Technical Support, Customer Service, or Quality Assurance.
• Experience in a QA or quality monitoring role within a helpdesk, contact center, or IT support environment preferred.
• Working knowledge of helpdesk processes, ticketing systems, and customer support best practices.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to identify process and performance gaps.
• Proficient in Microsoft Office or Google Workspace, especially Excel/Google Sheets.
• Ability to work independently while collaborating with operations and support teams.

Responsabilités

• Monitor and evaluate helpdesk interactions (calls, chats, emails, tickets) against quality standards and scorecards.
• Conduct regular quality audits to ensure adherence to processes and policies.
• Assess interactions for accuracy, professionalism, and customer experience.
• Ensure proper documentation and categorization of tickets and interactions.
• Identify trends and opportunities for improvement.
• Provide timely feedback to Helpdesk Agents and Coach when needed.
• Collaborate with Team Leaders to address coaching opportunities.
• Support calibration sessions for consistent application of standards.
• Track improvement plans and follow up on quality concerns.
• Prepare and maintain quality reports and KPIs.

Connaissances

Quality monitoring

Analytical thinking

Communication skills

Attention to detail

Ticketing systems knowledge

Microsoft Office / Google Workspace

Independent yet collaborative

Root cause analysis

Formation

Bachelor’s degree in IT / Business / Communications or related field

Outils

ServiceNow

Jira

Zendesk

Description du poste

Seven Seven Global Services, Inc. is seeking a Quality Analyst – Helpdesk to monitor and improve the quality of customer support interactions. The role collaborates with Helpdesk Agents, Team Leaders, and Operations to drive continuous service improvements.

The ideal candidate will have 1–3 years in QA or helpdesk roles, strong analytical and communication skills, and experience with ticketing platforms. The position emphasizes data-driven coaching and adherence to SLAs and quality standards.