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Fluor SERVICE DESK TRAINING, QUALITY & REPORTING ANALYST (TQRA) in Muntinlupa, Philippines

Job Description:

The Service desk Training, Quality & Reporting Analyst (TQRA) is responsible for the training,

quality support & reporting of the internal Global Service desk teams of Fluor. The TQRA measures

the quality of work and compliance of the teams assigned to them against Fluor’s standards thru

monitoring and auditing calls and tickets. The TQRA also handles New Hire training, progression

training & enhancement training of the team or business unit assigned to them. As a TQRA, they

help drive process adherence and improvement. Delivers feedback as needed to ensure quality and

continuous improvement is maintained. The TQRA also provides daily/weekly/monthly reports for

performance & trend analysis that is critical to the Operational activities related to QA, Process &

Training. Additional ad hoc tasks may also be included on the job responsibilities depending on the

business need.

Responsibilities:

 Delivers the required number of Quality Audits for calls and tickets at a timely manner

 Generates reports for weekly/monthly quality evaluations

 Designs, standardizes & analyzes reports to conform to the needs of QA, Training & GMC Operations

 Provides timely reports to Operations for QA, Training & Operational level performance

 Provides activity reports as and when required (e.g. open tickets, SLO compliance, etc.)

 Participates on team meetings/huddles to share Quality & Process updates

 Helps Operations to develop & deliver action plans

 Helps Shift Leads in pinpointing root causes and performance variance

 Keeps abreast on operational changes

 Upholds the ability to lead by successfully implementing new processes

 Responsible in collecting best practices & sharing it with the team

 Responsible in documenting the Knowledge transfers, Knowledge Entries & process

documents to be used for Training into Fluor standards

 Delivers New Hire training, Progression Training or Enhancement training on all aspects of

support requirements for both Soft skills, Process and Technical training

 Responsible in supervising & assessing specialists’ performance while on their training

period

 Participates in doing Knowledge transfers for new work scopes

 Handles tools access management & account provisioning for new hire onboarding

 Responsible in updating Knowledge documents and process documents timely

 Works closely with the Shift Leads, Tower Leads and IT Operations lead

Job ID: 126017BR

City: Muntinlupa

State: National Capital Region

Country: Philippines

We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.

We are an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by federal, state or local law.

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