Associate IT Operations Specialist II (IT GMC Service Desk TQRA)
Muntinlupa, National Capital Region, Philippines
2h ago

Job Description


The Service desk Training, Quality & Reporting Analyst (TQRA) is responsible for the training, quality support & reporting of the internal Global Service desk teams of Fluor.

The TQRA measures the quality of work and compliance of the teams assigned to them against Fluor’s standards thru monitoring and auditing calls and tickets.

The TQRA also handles New Hire training, progression training & enhancement training of the team or business unit assigned to them.

As a TQRA, they help drive process adherence and improvement. Delivers feedback as needed to ensure quality and continuous improvement is maintained.

The TQRA also provides daily / weekly / monthly reports for performance & trend analysis that is critical to the Operational activities related to QA, Process & Training.

Additional ad hoc tasks may also be included on the job responsibilities depending on the business need.

Responsibilities :

  • Delivers the required number of Quality Audits for calls and tickets at a timely manner
  • Generates reports for weekly / monthly quality evaluations
  • Designs, standardizes & analyzes reports to conform to the needs of QA, Training & GMC Operations
  • Provides timely reports to Operations for QA, Training & Operational level performance
  • Provides activity reports as and when required (e.g. open tickets, SLO compliance, etc.)
  • Participates on team meetings / huddles to share Quality & Process updates
  • Helps Operations to develop & deliver action plans
  • Helps Shift Leads in pinpointing root causes and performance variance
  • Keeps abreast on operational changes
  • Upholds the ability to lead by successfully implementing new processes
  • Responsible in collecting best practices & sharing it with the team
  • Responsible in documenting the Knowledge transfers, Knowledge Entries & process documents to be used for Training into Fluor standards
  • Delivers New Hire training, Progression Training or Enhancement training on all aspects of support requirements for both Soft skills, Process and Technical training
  • Responsible in supervising & assessing specialists’ performance while on their training period
  • Participates in doing Knowledge transfers for new work scopes
  • Handles tools access management & account provisioning for new hire onboarding
  • Responsible in updating Knowledge documents and process documents timely
  • Works closely with the Shift Leads, Tower Leads and IT Operations lead to provide feedback & drive quality improvement on both personnel and process level
  • Basic Job Requirements

    Educated to A-Level standard with relevant qualifications (such as Computer Science / Information Technology / Computer Engineering & the likes)

    Experienced in ITIL processes

    Knowledge of industry standard hardware / software used within a corporate environment

    At least two years of relevant IT and call center / helpdesk operations work experience.

    Knowledge of relevant call ticket tracking applications

    Sound knowledge and experience of customer service practices

    Must have a strong customer service orientation

    Excellent documentation skills; Proficient in MS Word, Excel & PowerPoint

    Knowledge in problem solving techniques & data analysis

    Excellent Oral, written & interpersonal Communication skills

    Resourceful & can work under pressure

    Exceptional analytical and listening skills

    Attention to details and is results oriented

    Minimum 6 months tenure with the account being supported (Internal Applicants)

    Other Job Requirements

    Excellent customer service and stakeholder management skills

    Excellent oral and written English communication skills

    Excellent reporting skills

    Strong inclination to learning and on-boarding new projects or initiatives

    Strong customer service orientation

    Quick adaptability and flexibility.

    Amenable to rotating work schedule including night shift, extended work hours, holiday and / or weekend work.

    Good planning and organizational skills

    Keen attention to detail

    Strong stress tolerance

    Works with minimal supervision

    Keen problem analysis and problem-solving skills

    Resourceful, Driven & committed

    Versatile & Adaptable

    Degree Required

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