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NTT DATA
"BPO Transaction Quality Assurance Senior Analyst"
NTT DATA QA Senior Analyst (Quezon City) - Monitor L1 Helpdesk quality, ServiceNow tickets & ITIL compliance. Coach agents, analyze calls/chats. IT degree, 1-3yrs experience required.
Consulting
Senior
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
December 9, 2025
The BPO Transaction Quality Assurance Senior Analyst is responsible for monitoring and evaluating L1 Helpdesk calls, chats, and ticket responses for accuracy, professionalism, and compliance with processes. They will also provide feedback and coaching to agents to improve technical skills, communication, and service etiquette.
Requirements
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
- 1–3 years of experience in L1 Helpdesk/Service Desk; prior QA experience preferred
- Strong understanding of ticketing tools (ServiceNow, JIRA, etc.)
- Knowledge of ITIL processes, incident management, and service desk operations
- Excellent analytical skills and attention to detail
- Strong communication and feedback-delivery skills
Requirements Summary
Bachelor's degree in IT or related field, 1-3 years of experience in L1 Helpdesk/Service Desk, and strong understanding of ticketing tools and ITIL processes
