IT Service Desk Quality Assurance Analyst

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

IT Service Desk Quality Analyst | Manila, Philippines | Onsite | 24/7 Rotational Shifts

We are seeking an experienced IT Service Desk Quality Analyst to join our team in Manila, Philippines. This role is ideal for professionals with a strong background in service desk operations, quality assurance, IT support, and performance improvement. The successful candidate will help drive service excellence by monitoring, evaluating, and enhancing the quality of technical support and customer interactions.

Position Details

Location: Manila, Philippines

Work Setup: Onsite, 5 days per week

Schedule: 24/7 Rotational Shifts

Headcount: 1

Experience: 3-5 Years

Key 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.

Required Skills & Qualifications

3-5 years of experience in IT Service Desk Quality Assurance, Service Desk Operations, or a 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
• Genesys PureCloud (Genesys Cloud)

Strong understanding of:

• IT Service Desk Operations
• End User Computing
• Remote Desktop Support
• Customer Service Quality Standards

Excellent written and verbal communication skills

Experience providing IT support through:

• Phone
• Chat
• Web Ticketing Platforms

ITIL Certification or strong knowledge of IT Service Management (ITSM) best practices

Strong stakeholder management, coaching, mentoring, and conflict-resolution skills

Preferred Qualifications

• Experience creating reports and dashboards using Microsoft Excel
• Experience preparing presentations and performance reviews
• Exposure to process improvement and operational excellence initiatives

Educational Requirement

Bachelor's Degree in Computer Science, Information Technology, or a related field. Equivalent practical experience will also be considered.

Why Join Us

• Work with a dynamic and collaborative IT support organization.
• Contribute to service excellence and continuous improvement initiatives.
• Gain exposure to enterprise-level ITSM and quality assurance practices.
• Opportunity to influence process improvements and operational efficiencies.