Quality Assurance Analyst

Netrix Global is seeking a Quality Assurance Analyst to enhance the quality, consistency, and effectiveness of Service Desk operations. This role is responsible for driving continuous improvement through quality assurance monitoring, analyst coaching, training development, knowledge management, and performance analysis. The ideal candidate will leverage customer interaction reviews, operational metrics, and training programs to improve service delivery, elevate the customer experience, and support the professional development of Service Desk team members. The successful candidate will possess a blend of technical support expertise, instructional capabilities, analytical skills, and a passion for helping others succeed.

Location: This role is located Manila, Philippines, Hybrid or Remote (based on business requirements)

Quality Assurance

• Conduct regular quality reviews of Service Desk interactions, including phone calls, chats, emails, remote support sessions, and ticket documentation.
• Evaluate analyst performance against established quality standards, customer service expectations, and operational procedures.
• Maintain and administer quality scorecards, evaluation criteria, and QA processes.
• Provide actionable feedback and coaching recommendations to analysts and leadership.
• Facilitate calibration sessions with Service Desk leaders to ensure scoring consistency and quality alignment.
• Monitor and report on quality trends, customer satisfaction indicators, and process compliance metrics.
• Identify recurring issues and recommend process improvements to enhance customer outcomes and operational efficiency.
• Support quality improvement initiatives and help drive a culture of continuous improvement.

Process Improvement

• Design, develop, coordinate, and deliver onboarding programs for new Service Desk analysts. 
• Create and maintain training materials covering technical skills, customer service standards, processes, and tools.
• Deliver instructor-led, virtual, and self-paced learning programs.
• Assess training effectiveness through evaluations, performance data, observations, and feedback.
• Develop individualized coaching and development plans based on QA findings and analyst performance.
• Collaborate with Service Desk leadership to identify skill gaps and implement targeted development initiatives.
• Support ongoing learning opportunities, career development programs, and certification initiatives.

Knowledge Management

• Create, review, and maintain knowledge base articles, standard operating procedures (SOPs), training documentation, and support guides.
• Ensure knowledge content is accurate, current, easy to consume, and aligned with Netrix Global standards.
• Partner with technical teams and subject matter experts to document new services, processes, technologies, and solutions.
• Promote Knowledge-Centered Service (KCS) practices and knowledge-sharing across the Service Desk organization.

Reporting & Continuous Improvement

• Analyze quality, performance, training, customer satisfaction, and operational data to identify trends and opportunities.
• Produce recurring and ad hoc reports for Service Desk leadership.
• Track coaching outcomes and measure improvements in analyst performance.
• Participate in process improvement initiatives, project readiness efforts, and operational reviews.
• Recommend enhancements to workflows, training programs, quality standards, and knowledge management practices.
• Support compliance, audit, and governance requirements as needed.

• Associate degree in Information Technology, Business, Education, Communications, or a related field, or equivalent professional experience. 
• 3+ years of experience in a Service Desk, Help Desk, Technical Support, or IT Support environment.
• 1+ years of experience in quality assurance, training, coaching, team leadership, or workforce development.
• 1-3+ years of experience with ServiceNow
• Strong understanding of IT Service Management (ITSM) principles and Service Desk operations.
• Exceptional verbal, written, presentation, and facilitation skills.
• Experience developing and delivering training programs.
• Strong analytical, organizational, and problem-solving skills. • Proficiency with Microsoft 365 applications and ITSM platforms.

Location: This role is located Manila, Philippines, Hybrid or Remote (based on business requirements)

Travel: Limited travel may be required for team meetings, training sessions, or company events.

Work Hours/Shift: M-F 8am - 5pm EST, you can work remotely 3-4 days per week, but will need to be in the office 1-2 days per week for in person coaching.

At Netrix Global our values are the philosophies and principles that live by. They support our vision, help us achieve our goals and commit us to a common purpose. 

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!      

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.     

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.    

At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.    

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.   

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal. 

To learn more about Netrix Global please go to www.netrixglobal.com