Service Desk Quality Analyst Position Available In Fulton, Georgia
Tallo's Job Summary: Service Desk Quality Analyst needed in Alpharetta, GA. Requires 2-5 years of service desk or customer support experience. Responsibilities include monitoring service quality, analyzing interactions, implementing improvement strategies, and providing feedback. Ideal candidate has strong analytical skills, communication abilities, and ITIL certification. Contact Bharat for more information.
Job Description
Service Desk Quality Analyst 3.6 3.6 out of 5 stars Alpharetta, GA 30005
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 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:
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.
Certifications:
ITIL certification or similar is a plus.
Responsibilities:
Service Desk Quality Analyst 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. Role involves analyzing service desk interactions Identifying areas for improvement and implementing strategies to enhance the overall efficiency and effectiveness of our support services.
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. #LI-SG1 #HbM6349
