responsible for assessing the quality of the performance of our end user Service Desk
monitor Service Level Agreement (SLA) metrics and assess technical accuracy, customer service performance, and conformity to company policies and procedures
assist in developing, creating, and implementing quality processes and procedures
making recommendations for the overall program to enhance the customer experience
participate in design of monitoring formats and quality standards
perform monitoring and provide trend data to site management and Quality team
use quality monitoring data management system to compile and track performance at team and individual level
participate in customer and client listening programs to identify customer needs and expectations
provide actionable data to various internal and external support groups as needed
provide feedback to service desk team and managers
prepare and analyze internal and external quality reports for management staff review
communicate professionally with all levels of staff both internal and external

At least two (2) years of quality assurance or customer service experience in a contact center
Higher education, training, or certification in quality assurance is a plus
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Ability to work independently, self-motivator and self-starter
Focus on quality and customer service
Exceptional listening, time management, and analytical skills
Work effectively with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Adapt well to change and successfully set and adjust priorities as needed
Proficient with Microsoft Office (Word, Excel, Access, PowerPoint)

Quality Assurance Analyst I

Key skills