Job Description

Locations

• Manila, Philippines

Salary

Skills Required

• Quality Assuranceintermediate
• Call Center Operationsintermediate
• Coachingintermediate
• Performance Managementintermediate
• Data Analysisintermediate
• Process Improvementintermediate
• IT Service Deskintermediate
• Incident Managementintermediate
• Troubleshootingintermediate
• Customer Serviceintermediate
• Ticket Handlingintermediate
• Escalation Managementintermediate
• Access Controlintermediate
• User Administrationintermediate
• Technical Supportintermediate
• Communication Skillsintermediate
• Problem Solvingintermediate
• Documentationintermediate
• Stakeholder Managementintermediate
• SQL Queriesintermediate
• Data Reconciliationintermediate
• Mainframe Checksintermediate

Required Qualifications

• At least 4 years of work experience in Quality Assurance and CSAT processes within a call center environment. (experience)
• Strong knowledge of CSAT (Customer Satisfaction) processes and methodologies. (experience)
• Proven experience in conducting coaching sessions with analysts to improve performance. (experience)
• Familiarity with various communication channels, including voice and offline ticketing systems. (experience)
• Experience in monitoring agents and evaluating their performance against established quality standards. (experience)
• Ability to identify areas for improvement and develop coaching plans to address performance gaps. (experience)
• Strong analytical skills to assess QA and CAT performance through weekly and monthly reports. (experience)
• Ability to identify process improvement ideas based on QA evaluations, feedback, and client complaints. (experience)
• Experience in handling first-line incident and request tickets, including triage and troubleshooting. (experience)
• Proficiency in resolving incidents and requests where possible and assigning them to appropriate support teams when necessary. (experience)
• Solid understanding of ticket ownership principles, including keeping clients and users informed of progress. (experience)
• Ability to track and escalate issues as necessary to ensure timely resolution. (experience)
• Experience performing daily operational tasks, such as mainframe checks, SQL queries, and data reconciliation. (experience)
• Ability to confidently escalate incidents and requests to appropriate resources when unable to resolve them efficiently. (experience)
• Strong knowledge of access control principles, including password resets, unlocks, and user administration. (experience)
• Experience in analyzing and resolving incidents, problems, or known errors related to application failures. (experience)
• Ability to work a multi-client, multi-line of business mailbox, ensuring emails are handled efficiently and accurately. (experience)
• Proficiency in using diagnostic tools to isolate and resolve incidents, problems, or known errors. (experience)
• Excellent communication skills, with the ability to communicate technical information to both technical and nontechnical personnel. (experience)
• Ability to troubleshoot client/vendor incidents and requests and identify the root cause of problems. (experience)
• Strong ability to establish and maintain effective working relationships with all levels of management. (experience)
• Experience participating in team projects to enhance the quality or efficiency of the service desk. (experience)
• Ability to lead conference calls with internal support teams to set expectations and provide status updates. (experience)
• Experience in updating operational and technical documentation and product user guides as required. (experience)
• Knowledge of scheme compliance and regulatory frameworks. (experience)

Responsibilities

• Monitor agents' performance on various channels, including voice and offline tickets, to ensure adherence to quality standards.
• Conduct regular coaching sessions with agents, discussing performance, strengths, and areas for improvement (AFIs).
• Schedule calibration sessions with operations and leadership teams to ensure consistency in quality evaluations and address service desk concerns.
• Conduct analysis on QA and CAT (Customer Acceptance Testing) performance through weekly and monthly reports to identify trends and areas for improvement.
• Identify process improvement ideas derived from QA evaluations, onshore feedback, and client complaints to enhance service delivery.
• Serve as the first point of contact for approximately 150 clients, internal IT, and business users of IT services, providing timely and effective support.
• Handle first-line incident and request tickets, including triage, troubleshooting, resolution where possible, and assignment to appropriate support teams.
• Maintain ticket ownership, ensuring clients and users are informed of progress, tracking issues, and escalating them as necessary to ensure timely resolution.
• Perform daily operational tasks, such as mainframe checks, SQL queries, and data reconciliation, to maintain system stability and data integrity.
• Escalate incidents and requests to appropriate resources when unable to resolve them efficiently, and follow up on escalated issues to learn appropriate solutions.
• Manage full end-to-end access control, including password resets, unlocks, and user administration, to maintain system security and user access.
• Analyze and resolve incidents, problems, or known errors related to failures in application and supporting software components to minimize downtime and impact.
• Work a multi-client, multi-line of business mailbox, ensuring emails are worked quickly, accurately, and within established KPIs (Key Performance Indicators).
• Provide technical support activities for a software production processing environment to ensure smooth operations and minimize disruptions.
• Use appropriate diagnostic tools to isolate and resolve incidents, problems, or known errors, identifying root causes and implementing effective solutions.
• Ask probing questions to gather relevant information on routine and complex calls, ensuring accurate and efficient problem resolution.
• Communicate highly technical information to both technical and nontechnical personnel, ensuring clear understanding and effective collaboration.
• Troubleshoot Client/Vendor Incidents and requests, identify the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems
• Establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
• Participate in team projects that enhance the quality or efficiency of the Service Desk.
• Lead conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.
• Update operational and technical documentation together with product user guides as required.
• Work within the scheme compliance and regulatory frameworks.

Benefits

• general: Comprehensive health insurance coverage, including medical, dental, and vision plans, to ensure employee well-being and access to quality healthcare.
• general: Generous paid time off (PTO) policy, providing employees with ample vacation, sick leave, and personal days to maintain a healthy work-life balance.
• general: Retirement savings plan with company match, helping employees build a secure financial future through long-term investment opportunities.
• general: Life insurance and disability coverage, providing financial protection for employees and their families in the event of unforeseen circumstances.
• general: Employee assistance program (EAP), offering confidential counseling and support services to help employees manage personal and professional challenges.
• general: Tuition reimbursement program, supporting employees' professional development and educational goals through financial assistance for eligible courses and programs.
• general: Flexible work arrangements, such as remote work options and flexible hours, promoting employee autonomy and work-life integration.
• general: Employee stock purchase plan (ESPP), allowing employees to invest in company stock at a discounted rate, fostering a sense of ownership and shared success.
• general: Wellness programs and resources, promoting employee health and well-being through fitness challenges, health screenings, and wellness education.
• general: Paid parental leave, providing new parents with time off to bond with their child and adjust to their new family responsibilities.
• general: Opportunities for professional growth and advancement, with access to training programs, mentorship opportunities, and career development resources.
• general: Employee recognition programs, celebrating employee achievements and contributions through awards, bonuses, and other forms of recognition.
• general: Competitive salary and performance-based bonuses, rewarding employees for their hard work and dedication to achieving company goals.
• general: Transportation assistance or allowances, reducing the financial burden of commuting and making it easier for employees to get to work.
• general: Meal allowances or subsidized meals, providing employees with convenient and affordable options for meals during the workday.
• general: Employee referral program, incentivizing employees to refer qualified candidates for open positions, contributing to the company's talent acquisition efforts.

Tags & Categories