Quality Specialist II with Security Clearance

Quality Specialist II (Location - San Antonio, TX) A Service Desk Quality Analyst monitors and evaluates IT service desk interactions (emails, tickets, chats) to ensure compliance, technical accuracy, and high-quality customer support. They analyze performance trends, identify training gaps, and provide coaching to agents to improve customer satisfaction (CSAT) and service efficiency.

Key Responsibilities
* Interaction Monitoring:
Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.
* Performance Metrics Analysis:
Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.
* Coaching & Training:
Provide constructive feedback to agents to improve support quality.
* Quality Assurance (QA) Standards:
Create and maintain criteria for measuring agent performance.
* Process Improvement:
Identify root causes of poor service performance and recommend solutions

Minimum Qualifications:

* Associate's Degree or equivalent relevant experience
* Professional Certifications or License preferred;
* 5-8 years of experience in call center, quality control, quality assurance and/or training
* Candidates must have or be able to obtain an IAT-1 certification (A+, Network+, Security+).
* Candidates must be US citizens with the ability to obtain a secret security clearance. Other Job Specific

Skills:

* Extensive experience with quality assurance program creation or execution.
* Extensive

Experience with service desk monitoring/ticketing software.
* Exceptional customer service and problem-solving skills.
* Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.
* Excellent analytical skills and strong decision-making abilities.
* Proven ability to achieve and maintain departmental quality standards.
* Superb Internet software and Windows operating systems and software skills.
* Exceptional ability to train and develop new and existing support agents.
* Excellent interpersonal, facilitation, and relationship management skills.
* Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines.
* Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques.
* Great coordination skills across multiple departments of the Customer system.
* Analytical

Skills:

Ability to analyze data to spot trends in support quality.
* Communication

Skills:

Strong verbal and written skills for providing coaching and feedback.
* Technical Knowledge:
Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools.

* Experience:

Previous experience in customer service and quality assurance is typically required Location :
San Antonio Rate : $ 21-30/hr #cjpost