SUMMARY
We are looking for a Quality Assurance Analyst to ensure consistent service quality across IT support and service delivery operations. This role focuses on reviewing support tickets and customer interactions to evaluate documentation quality, troubleshooting accuracy, communication, and adherence to established service standards.
The ideal candidate has prior hands-on QA experience, including conducting ticket and call quality reviews within a help desk, service desk, technical support, or similar environment. The role requires strong attention to detail, analytical thinking, and the ability to identify, document, and communicate quality issues clearly.
The Quality Assurance Analyst will work closely with Service Delivery and support teams to identify recurring issues, maintain QA records and scorecards, and contribute to continuous improvement initiatives.
JOB RESPONSIBILITIES
• Conduct quality assurance reviews of closed support tickets to evaluate:
o Accuracy of diagnosis and resolution
o Completeness and clarity of documentation
o Proper ticket categorization and prioritization
o Adherence to established service standards, SOPs, and processes
• Review recorded customer calls and support interactions to assess:
o Professionalism and communication quality
o Customer service and engagement
o Understanding of customer issues
o Troubleshooting and resolution effectiveness
o Adherence to expected support standards
• Identify and document quality gaps, recurring issues, documentation deficiencies, and process breakdowns.
• Create tickets or other appropriate records when quality issues are identified.
• Maintain accurate QA records, scorecards, findings, and performance reports using Excel.
• Provide clear, objective, and constructive feedback to Service Delivery Managers and support teams.
• Identify trends across ticket and call reviews and recommend opportunities for improvement.
• Partner with Service Delivery and Operations leadership to improve service consistency and reduce recurring quality issues.
• Assist in developing and refining QA standards, scorecards, review criteria, and quality processes.
• Support the creation and maintenance of SOPs related to ticket documentation, troubleshooting, and customer communication.
• Prepare QA findings, trends, and recommendations for service reviews and operational meetings.
• Maintain accurate documentation of QA activities and ensure findings are properly tracked through resolution.
• Stay current with service delivery best practices, customer experience standards, and relevant support technologies.
• Utilize available productivity and AI tools, such as Microsoft Copilot, where appropriate to improve QA workflows and reporting.
Requirements
• Prior hands-on Quality Assurance experience is required.
• Experience conducting ticket and call quality reviews in a help desk, service desk, technical support, customer support, or similar environment.
• Experience reviewing support interactions, identifying quality issues, documenting findings, and providing feedback.
• 2+ years of relevant experience in QA, service desk, help desk, technical support, customer support, or an IT service environment.
• Strong understanding of ticketing and support processes, including documentation, troubleshooting, escalation, and resolution workflows.
• Experience working with ticketing or service management systems; ConnectWise experience is preferred but not required.
• Strong attention to detail and analytical skills with the ability to identify inconsistencies and quality gaps.
• Excellent written and verbal English communication skills.
• Ability to provide objective, constructive, and actionable feedback to technical support teams.
• Strong organizational and time management skills with the ability to manage multiple QA reviews and priorities.
• Proficiency in Microsoft Excel for maintaining QA records, scorecards, tracking, and reporting.
• Ability to work independently while collaborating effectively with Service Delivery and Operations teams.
• Strong problem-solving and critical-thinking skills.
• MSP experience is preferred but not required; candidates from enterprise or internal IT support environments may also be considered.
• Service desk or technical support background is preferred, particularly experience working with technical support teams and customer interactions.
• Experience with call monitoring or call recording platforms is preferred.
• Familiarity with ConnectWise and Thread Inbox is preferred.
• Familiarity with AI productivity tools such as Microsoft Copilot is a plus.
• Technical certifications are not required.
JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.
Benefits
Competitive salary package
Full Philippine statutory benefits
13th month pay
Health insurance / HMO coverage
Life insurance coverage
Paid time off and leave credits
Night shift differential
Company-provided equipment
Opportunities to grow within IT Service Delivery and Quality Assurance
