IT Service Desk QA Analyst: Drive Quality & Improvements

Tata Consultancy Services Limited

Taguig

On-site

PHP 320,000 - 640,000

Full time

17 hours ago

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Job summary

Tata Consultancy Services Limited in Manila, Philippines is seeking an IT Service Desk Quality Analyst to join our onsite team. The role focuses on monitoring, evaluating, and improving the quality of technical support and customer interactions across calls, chats, emails, and tickets.

You will work with Operations, Training, and QA teams to ensure compliance with SLAs and ITIL practices, deliver actionable feedback, participate in calibration sessions, and help drive automation and efficiency

Qualifications

3–5 years of experience in IT Service Desk QA or related role.
Experience monitoring and evaluating: Help Desk Calls, Live Chats, Email Support, Service Desk Tickets.
Hands-on experience with ServiceNow or other ITSM platforms.
Strong understanding of IT Service Desk Operations, End User Computing, Remote Desktop Support, and Customer Service Quality Standards.
Excellent written and verbal communication skills.
ITIL Certification or strong knowledge of ITSM best practices.

Responsibilities

Monitor and evaluate service desk interactions using QA scorecards and standards.
Ensure adherence to processes, SLAs, security protocols, and data privacy standards.
Provide structured feedback to agents and collaborate with Team Leads on coaching.
Prepare quality, compliance, and KPI reports for stakeholders.
Identify opportunities for automation and process improvements.