Service Desk Quality Assurance Analyst

Overview

• 1st Shift Mon-Fri 8am-5pm

As a Service Desk QA Analyst, your primary focus is to Evaluate, Monitor, and Document. Evaluate the customer experience by monitoring how the Service Desk I & Service Desk II analysts are performing their daily tasks, provide insight to the team, and document new procedures to keep everyone onboard. You are accountable for driving meaningful change across all contact channels and help improve overall satisfaction.

For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners; this position also requires that you maintain reliable, high‑speed internet access (currently defined as upload/download speeds of at least 50 Mbps download / 15 Mbps upload) and reliable cell phone service.

The essential functions of this position include:

• Continually develop and manage quality metrics of the Service Desk
• Conduct general training feedback of Service Desk I staff
• Work with Corporate training team on training and tracking
• Create new knowledge base articles
• Continually validate and update the knowledge base articles
• Perform call and ticket audits and provide accurate analysis using standardized analysis methods
• Analyze calls for script adherence and compliance with vendor and ePlus guidelines
• Grade and report on agent performance efficiently and accurately
• Use Quality monitoring data to compile and track performance
• Work effectively and cooperatively with the Quality Assurance team to achieve team goals
• Systematically review tickets for content and thoroughness
• Systematically review logged phone calls for presentation and content
• Perform other tasks and quality assurance related items as assigned

• 3 years of Customer Service or Service Desk experience
• 1 year of Quality Assurance / Quality Control experience or related experience
• 2‑year college technical degree preferred
• ITIL certification is a plus
• Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization
• Effective attention‑to‑detail and a high degree of accuracy
• Categorically detailed but can also see the ‘big picture’ and how things connect. Anticipates the domino effect
• High level of integrity, confidentiality, and accountability
• Sound analytical thinking, planning, prioritization, and execution skills
• A well‑defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
• Adapts to change
• Comfortable with navigating ambiguity
• Takes ownership of mistakes and course‑corrects
• Comfortable using virtual based meeting & conferencing platforms

The initial base salary range for this position is expected to be between $18.00 and $22.00 hourly. The final base salary offered will be determined by multiple factors, including, but not limited to, job‑related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.

ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended. ePlus Benefits highlights can be viewed here.

If hired, employee will be in an “at‑will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Notice to Recruiting Agencies: ePlus only accepts unsolicited resumes when presented directly by a candidate. Unsolicited resumes submitted to ePlus from any other source will be considered ePlus property and will not qualify for any placement or referral fees. ePlus will only pay such fees in connection…