We are looking for a Quality Analyst with a strong background in IT Service Delivery, Technical Support, or IT Helpdesk operations. The ideal candidate will have experience in BPO environments, excellent analytical skills, and a firm grasp of ITSM tools and quality monitoring/reporting platforms.

• Monitor and evaluate the quality of technical support/service delivery interactions.
• Analyze performance trends and provide actionable feedback to improve service quality.
• Work closely with operations, training, and support teams to ensure quality standards are met.
• Generate regular reports and dashboards using Excel and/or Power BI.

• Minimum 2 years of experience in a Quality Analyst role focused on Service Delivery or Technical Support.
• Previous experience as an IT Helpdesk Agent or Technical Support Representative is required.
• Strong analytical, communication, and interpersonal skills.
• Solid understanding of ITSM tools (e.g., ServiceNow, Jira, Remedy).
• Proficient in using quality monitoring tools and reporting platforms such as Excel and Power BI.
• Must have experience working in a BPO company.
• Preferably with a stable work history (no frequent job-hopping).