Eastwood City - Quality Assurance Specialist (Service Desk account)

Industry Category	Manufacturing	Position	Quality Assurance
Recruitment Department		Number Of Recruits	several
Work Location	All Cities	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Bachelor's Degree	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	30000-40000 PHP / Monthly
Updated Date	2022-09-27	Valid Until	Long-term validity

Requirements & Qualifications• Preferably with Bachelor's/College Degree, BSIT, BSCS, MIS or similar program or substantial equivalent experience• Minimum of 1 year as a Quality Analyst or with experience in similar capacity• ITIL (but not required) or an equivalent combination of education and experience• Technical certification in the IT field is a plus• Strong analytical, troubleshooting and problem solving skills• Knowledge of PC/Laptop/Mobile Devices/Printer hardware components, network troubleshooting and remote assistance tools• Excellent documentation skills and proficient in MS Excel, MS Word and MS PowerPoint.• Experience in working in an IT Service Desk environment where IT knowledge is utilized.• Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days• No issues working in any location assigned by the companyPreferred:• Familiarity with ITIL, Foundations certificate a plus• Experience working in a customer-centric environment• Extensive experience of similar capacity• Knowledgeable in navigation and or operation of MS OS, MAC OS, Chromium, iOS and AndroidRoles and Responsibilities• This position will be focused mainly on ensuring that the account meets the quality monitoring goal set by the client• Uses quality monitoring data management to compile and track performance at team and individual levels• Responsible for preparation, analysis and timely completion and submission of QA reports for management staff review• Prepares quality monitoring reports in a timely basis and completes RCA if needed• Act as a focal point for the Problem Management process within assigned account enforcing Problem Mgt. best practices.• This position will report to the Quality Associate Manager or anyone assigned by the company• Other related duties are assigned• Any other tasks assigned by the immediate supervisor/manager based on business needs• Can work on rotating shift on an occasional basisSkills• Experience working in an environment that requires managing issues in accordance with SLA commitments• Demonstrated ability to work in a fast-pace, sometimes stressful environment and make quick, calculated decisions• Demonstrated ability to communicate within all levels of an organization, including management as well as operating teams• Ability to create event reviews, reports and presentations for management staff• Demonstrated ability to identify, analyze and evaluate a large volume of information and to communicate accurate and timely updates to the organization with solid focus on detail, as required• Customer centric focus and experience working on client-facing teams• Ability to handle technical issue from open through closure through both hierarchical and functional escalation support, vendors and end users• Knowledge of MS Office suite software• Ability to work varied shifts to cover 24x7x365• Excellent English writing, speaking and communication skills

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™.Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.