Service Desk Quality Assurance Analyst
Role: Quality Assurance Analyst – Service Desk
About Visaya KPO
Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We build long-term partnerships through quality, reliability, and a people-first approach.
Role Overview
We are seeking a detail-oriented Quality Assurance Analyst to support our Service Desk and Technical Support operations. This role is responsible for monitoring customer interactions, evaluating troubleshooting processes, ensuring adherence to technical support standards, and providing actionable insights that improve service quality, customer experience, and operational performance.
Key Responsibilities- Audit user interactions across phone, email, chat, and ticketing platforms against established QA standards
- Evaluate troubleshooting accuracy, issue resolution effectiveness, customer service delivery, and documentation quality
- Identify, document, and escalate critical process, compliance, and service quality defects
- Monitor quality trends, user satisfaction drivers, and recurring technical support issues
- Conduct QA calibrations with Operations, Training, and Support teams to ensure scoring consistency
- Perform root cause analysis on quality gaps, escalations, repeat contacts, and service failures
- Provide coaching insights and actionable recommendations to improve agent performance
- Build and maintain quality reports, dashboards, and performance metrics
- Partner with Operations, Training, and Leadership teams to drive continuous improvement initiatives
- Support quality-related projects focused on enhancing customer experience, technical proficiency, and SLA performance
- College graduate or equivalent work experience
- At least 2 years of experience in Quality Assurance, Technical Support, Service Desk, Help Desk, or Contact Center Operations
- Experience supporting IT Service Desk, Technical Support, Managed Services, or BPO operations preferred
- Strong understanding of customer service principles and technical troubleshooting methodologies
- Familiarity with ticketing systems, CRM platforms, and quality monitoring tools
- Strong analytical, problem-solving, and attention-to-detail skills
- Excellent written and verbal communication skills
- Advanced proficiency in spreadsheets, reporting tools, and dashboard creation is an advantage
- Experience with Google Workspace, Microsoft 365, ServiceNow, Zendesk, Jira, or similar platforms is preferred
- Willingness to work onsite in Ortigas and on a night shift schedule
- 15% Night Differential
- HMO coverage after 30 days of employment (with option to add up to 2 dependents)
- Retirement Benefits
- 24 Leave Credits per year (convertible to cash)
- Wholistic Employee Wellness Program
- Be part of a multi-awarded, 100% Filipino-owned company
- Work in a culture that values quality, accountability, and continuous improvement
- Enjoy industry-leading benefits in a supportive and inclusive environment
Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.