Service Desk Quality Analyst

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.

Education:

• High school diploma or GED required; associate’s or bachelor’s degree preferred.

• 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.
• Strong analytical and critical thinking skills.
• Excellent verbal and written communication abilities.
• Proficiency with quality monitoring tools, ticketing systems (e.g., Service Now, 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.

• ITIL Foundation certification or equivalent.