Service Desk Quality Analyst Position Available In Fulton, Georgia
Tallo's Job Summary: The Service Desk Quality Analyst position in Georgia, Alpharetta, is a contract role focused on monitoring and evaluating service desk interactions to ensure exceptional customer service. Responsibilities include developing quality assurance programs, analyzing performance metrics, providing feedback, and collaborating with stakeholders. The role requires 2-5 years of service desk or IT support experience, strong analytical skills, and proficiency in quality monitoring tools and ticketing systems. The ideal candidate will have a high school diploma or GED, with an associate's or bachelor's degree preferred.
Job Description
Service Desk Quality Analyst Georgia, Alpharetta 05/02/2025 Contract Active
Job Description:
Job Summary
We are seeking a meticulous and proactive Service Desk Quality Analyst to support the delivery of exceptional customer service across our IT support channels. The ideal candidate will play a key role in monitoring service desk interactions, evaluating performance against quality standards, and identifying actionable opportunities to enhance support operations and customer satisfaction. This position will act as a quality gatekeeper and a performance coach, ensuring alignment with service excellence goals. Key Responsibilities
Monitor & Evaluate Interactions:
Assess service desk communications (calls, emails, chats) for accuracy, professionalism, and adherence to internal procedures.
Quality Assurance Programs:
Develop, refine, and implement quality assurance processes and evaluation criteria.
Performance Analysis:
Analyze support team metrics (e.g., resolution time, customer satisfaction, first-call resolution) to identify trends, gaps, and areas for improvement.
Agent Feedback & Coaching:
Provide constructive feedback and support training efforts to improve individual and team performance.
Reporting:
Deliver detailed, data-driven quality reports with insights and recommendations to management.
Stakeholder Collaboration:
Partner with service desk leadership and cross-functional teams to align quality goals with business objectives.
Continuous Improvement:
Recommend and support the implementation of industry best practices and process improvements in service desk operations. Qualifications
Education:
High school diploma or GED required; associate’s or bachelor’s degree preferred.
Experience:
2-5 years of experience in a service desk or IT support role.
Minimum of 1 year of experience in a quality assurance, service analytics, or related role.
Skills & Competencies:
Strong analytical and critical thinking skills.
Excellent verbal and written communication abilities.
Proficiency with quality monitoring tools, ticketing systems (e.g., ServiceNow, Zendesk), and Microsoft Office Suite.
Ability to synthesize data into actionable insights.
Strong interpersonal skills and ability to work both independently and collaboratively.
Detail-oriented with a commitment to maintaining high standards. Certifications (Preferred but not required):
ITIL Foundation certification or equivalent.
