IT Service Desk QA Analyst — Onsite Manila (24/7)

Tata Consultancy Services Limited; Taguig; On-site; PHP 360,000 - 720,000; Full time

Job summary

Tata Consultancy Services Limited in Manila, Philippines is seeking an IT Service Desk Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across calls, chats, emails, and tickets.

This onsite role requires 3-5 years of service desk QA/ITSM experience, ITIL knowledge, and strong coaching/communication skills. You will drive QA programs, collaborate with Operations and Training, and contribute to continuous improvement initiatives.

Qualifications

• 3-5 years of experience in IT Service Desk QA or related role
• Experience monitoring Calls, Live Chats, Email, and Tickets
• Hands-on with ServiceNow or other ITSM platforms; Genesys PureCloud
• 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 knowledge
• Stakeholder management, coaching, mentoring, and conflict-resolution skills
• Experience creating reports and dashboards using Microsoft Excel

Responsibilities

• Monitor and evaluate service desk interactions across calls, chats, emails, and support tickets using established QA scorecards and standards
• Ensure adherence to internal processes, customer requirements, SLAs, security protocols, and data privacy standards
• Analyze quality audit findings to identify recurring technical and customer service issues
• Conduct Root Cause Analysis (RCA) and track quality and performance trends
• Provide structured and objective feedback to agents and collaborate with Team Leads on coaching and development initiatives
• Participate in calibration sessions with Operations and Training teams to ensure evaluation consistency
• Prepare and present quality, compliance, and KPI performance reports to stakeholders and management
• Recommend process improvements, workflow enhancements, and updates to SOPs and QA frameworks
• Verify proper incident escalation practices, including complete documentation and troubleshooting notes
• Identify opportunities for automation, AI-enabled improvements, and operational efficiencies
• Contribute to continuous improvement initiatives that enhance customer experience and service quality

Skills

Communication skills

Customer service

Quality assurance

Stakeholder management

Coaching/mentoring

ITIL knowledge

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Genesys PureCloud

Job description

Tata Consultancy Services Limited in Manila, Philippines is seeking an IT Service Desk Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across calls, chats, emails, and tickets.

This onsite role requires 3-5 years of service desk QA/ITSM experience, ITIL knowledge, and strong coaching/communication skills. You will drive QA programs, collaborate with Operations and Training, and contribute to continuous improvement initiatives.