Role Overview

• Should have knowledge in Service Desk and Infrastructure Support Operations
• Should have analytical & reasoning skills • Ability to create Weekly & Monthly Quality reports/decks for the management review
• Ability to analyze large amounts of data and draw out meaningful, actionable summaries
• Expertise in Microsoft Excel & PowerPoint • Collaborates well & Effective communicator at all levels
• Should have effective coaching skills

Responsibilities:

• Monitoring calls/cases to evaluate domain knowledge accuracy and communication ability.
• Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
• Responsible for generating daily, weekly & monthly reports for internal purposes.
• Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
• Calibrate cases internally with the team to ensure minimum difference in the ratings.
• Conduct regular huddles with the teams/ training batches to share client expectations and trends observed.
• Performance data analysis for the team and chalking out improvement plans and executing the same, for bottom quartile.
• Liaise with the customer counterparts, for any/all KT’s that happen.
• RCA on Fatal Errors, DSAT’s, Client Escalations and provide inputs for further training needs.
• Suggest Quality improvement plan.
• Refresher training to be conducted based on the top defects identified.
• Help in updating the Knowledge base.

Role Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent work experience).
• Minimum of 2–4 years of experience in Service Desk, IT Support, or Infrastructure Support operations.
• Prior experience in Quality Assurance, Process Improvement, or Performance Coaching within a technical support environment is highly preferred
• Proficiency in Mandarin (verbal and written) is required.
• Excellent verbal and written communication skills, with the ability to interact professionally at all organizational levels.
• Must be willing to work onsite at Mall of Asia Business Complex, Pasay City
• Open to work in rotating schedules.
• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP/XLOOKUP, charts, automation techniques) and PowerPoint (management-level deck creation).
• Ability to analyze large datasets and convert findings into insightful, actionable recommendations.
• Familiarity with quality monitoring tools, case evaluation frameworks, and KPI-driven performance metrics.
• Demonstrated experience in coaching, mentoring, and performance feedback delivery.
• Ability to effectively guide outliers and support team members through structured improvement plans.
• Skilled in facilitating refresher trainings based on top defects, trends, and client expectations