Quality Specialist

A Service Desk Quality Analyst monitors and evaluates IT service desk interactions (emails, tickets, chats) to ensure compliance, technical accuracy, and high-quality customer support. They analyze performance trends, identify training gaps, and provide coaching to agents to improve customer satisfaction (CSAT) and service efficiency.

Key Responsibilities

• Interaction Monitoring: Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.
• Performance Metrics Analysis: Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.
• Coaching & Training: Provide constructive feedback to agents to improve support quality.
• Quality Assurance (QA) Standards: Create and maintain criteria for measuring agent performance.
• Process Improvement: Identify root causes of poor service performance and recommend solutions

Minimum Qualifications

• Associate's Degree or equivalent relevant experience
• Professional Certifications or License preferred;
• 5-8 years of experience in call center, quality control, quality assurance and/or training.

Other Job Specific Skills

• Extensive experience with quality assurance program creation or execution.
• Extensive Experience with service desk monitoring/ticketing software.
• Exceptional customer service and problem-solving skills.
• Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.
• Excellent analytical skills and decision-making abilities.
• Proven ability to achieve and maintain departmental quality standards.
• Superb Internet software and Windows operating systems and software skills.
• Exceptional ability to train and develop new and existing support agents.
• Excellent interpersonal, facilitation, and relationship management skills.
• Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines.
• Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques.
• Great coordination skills across multiple departments of the Customer system.

• Analytical Skills: Ability to analyze data to spot trends in support quality.
• Communication Skills: verbal and written skills for providing coaching and feedback.
• Technical Knowledge: Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools.
• Experience: Previous experience in customer service and quality assurance is typically required

#CJPost

Job Requirements:

• Interaction Monitoring: Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.
• Performance Metrics Analysis: Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.
• Coaching & Training: Provide constructive feedback to agents to improve support quality.
• Quality Assurance (QA) Standards: Create and maintain criteria for measuring agent performance.
• Process Improvement: Identify root causes of poor service performance and recommend solutions