ASSOCIATE IT OPERATIONS SPECIALIST II SERVICE DESK TRAINING, QUALITY & REPORTING ANALYST (TQRA)
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.
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