Job Description

12 months contract.

Job Summary:

We are seeking a meticulous and dedicated Service Desk Quality Analyst to join our team. The ideal candidate will be responsible for ensuring the highest level of service quality and customer satisfaction by monitoring, evaluating, and improving the performance of our service desk operations. This role involves analyzing service desk interactions, identifying areas for improvement, and implementing strategies to enhance the overall efficiency and effectiveness of our support services.

Key Responsibilities:

• Monitor and Evaluate: Regularly review and assess service desk interactions, including phone calls, emails, and chat sessions, to ensure adherence to company standards and procedures.
• Quality Assurance: Develop and implement quality assurance processes and guidelines to maintain high service standards.
• Performance Analysis: Analyze performance metrics and trends to identify areas for improvement and provide actionable insights to the service desk team.
• Feedback and Training: Provide constructive feedback and training to service desk management to enhance agent performance and customer service skills.
• Reporting: Generate detailed reports on service desk performance, highlighting key findings and recommendations for improvement.
• Collaboration: Work closely with the service desk team, management, and other departments to ensure a cohesive approach to service quality and customer satisfaction.
• Continuous Improvement: Stay updated with industry best practices and incorporate them into the service desk operations to continuously improve service quality.

Qualifications:

• Education: High school diploma or GED with relevant work experience.
• Experience: 2 to 5 years of experience in a service desk or customer support role, or at least 1 year in a quality assurance or analyst position.

Skills:

o Strong analytical and problem-solving abilities.

o Excellent communication and interpersonal skills.

o Proficiency in using quality monitoring tools and software.

o Ability to work independently and as part of a team.

o Detail-oriented with a strong focus on accuracy and quality.

Certifications:

ITIL certification or similar is a plus.

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