Experience Inc. Jobs

Profile Qualifications

• Must be of legal age to work

• Willing to work onsite at BGC, Taguig within a Mid Shift schedule.

• Effective communicator, presenter and collaborator at all levels

• 2–5-years experience as Quality analyst in Service desk environment

• Should have knowledge/experience in Service Desk Operations

• Experience in Technical /Methodologies Training like ITIL v4 Foundations, Root Cause Analysis etc.

• Training Certification (Professional or Technical) a plus but not required

• Work background in technology companies or shared services is highly preferred

Key Skills required and expected:

• Experience in Service desk environment and operations

• Lead and conducts training on IT Service Desk Essentials Topics.

• Lead and create Program(s) to Improve Ticket Handling Quality and Compliance, Identify and Report Broken Processes or Outdated Document(s) and Knowledge-Base,

• Lead and conduct Regular Quality Assurance (QA) as well as Calibration Session(s) with Service Desk Engineer(s)

• Monitoring and Evaluation: Perform Weekly QA Audit(s) of Ticket

• Take ownership of the design of Quality Assurance Programs

• Ensures that the Knowledgebase is always updated and acts as the Main Point of Contact for support and process updates.

• Analyze use of knowledge management tools and methods. Ensures that the processes and procedures are consistently being implemented.

• Create an engaging, open, and collaborative culture within the team.

• Ability to analyze large amounts of data and draw out meaningful, actionable summaries

• Proficient or expertise in all MS Office Application specifically PowerPoint and Excel.

• Should have effective coaching skills

• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.

• Excellent time management skills and ability to work under pressure

• Continuous commitment to professional development: Actively seek internal and external training and development opportunities to further develop competencies and/or move beyond the scope of the role.

• Ability to develop productive internal and external relationships to build a reputation as Trainer of FJ PH GDC .

• Initiative to support account specific and ensure best practices and quality standards are implemented. Develop resolutions to problems of moderate scope and make recommendations to Management. Key Accountabilities:

• Monitoring calls/ cases to evaluate domain knowledge accuracy and communication ability.

• Provide regular performance feedback and coaching, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager.

• Coaching agents and outliers on the floor with respect to domain and communication.

• Responsible for generating daily, weekly & monthly reports for internal purposes.

• Ensure the Internal monitoring is in sync with the external scores provided by the clients for the site.

• Provide weekly QA feedback to supervisors to help them analyze the trends with the team.

• Calibrate cases internally with the team to ensure minimum difference in the ratings.

• Conduct regular huddles with the various teams/ training batches to share client expectations and trends observed.

• Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.

• Liaise with the customer counterparts, for any/all KT’s that happen.

• RCA on Fatal Errors and provide inputs for further training needs.

• Suggest Quality improvement plan.

• Refresher training on process, ticket documentation mandates, customer handling and communication skills.

• Focus on ensuring that technical skills are always updated for new support services

• Knowledge on Joiners, Movers, Leavers

Requisition ID : 14028