QA Analyst II (Helpdesk/ServiceDesk)

Full-time IT & Technology

About the role

QA Analyst II (Helpdesk/ServiceDesk). The Quality Analyst in the GST/GET environment is responsible for ensuring consistent service quality, process compliance, and operational excellence across Customer Care Management (CCM). The role focuses on evaluating analyst performance, driving harmonization between GST and GET practices, and supporting key transformation initiatives such as ServiceNow migration, SECO adoption, and governance alignment.

Key Responsibilities

• Quality Monitoring & Service Compliance
  • Perform quality reviews of cases handled by GST/GET Analysts across different channels.
  • Ensure adherence to defined processes, including PIA principles, queue management guidelines, and case handling standards.
  • Validate correct usage of tools and interfaces.
• Feedback, Coaching & Capability Building
  • Provide structured and actionable feedback to analysts and team leader...