At-a-Glance:

Are you ready to build your career by joining a global financial institution? If so, our client is hiring a Service Desk Quality Analyst.

Position Type:

• Contract
• On-Site
  
  
  

Required:

• High school diploma or GED with relevant work experience.
• 2 - 5 years of experience in a service desk or customer support role, or at least 1 year in a quality assurance or analyst position.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in using quality monitoring tools and software.
• Ability to work independently and as part of a team.
• Detail-oriented with a strong focus on accuracy and quality.
• ITIL certification or similar is a plus.
  
  
  

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.
  
  
  

Get in Touch:

If you think you'd be a good match, submit your resume and reach out to Bharat at 862-658-6248 to learn more.

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