Overview
Quality Auditor Jobs in Alpharetta, GA at Compunnel Inc.
Title: Quality Auditor
Company: Compunnel Inc.
Location: Alpharetta, GA
JOB DETAILS:-
Position: Service Desk Quality Analyst
Contract: 1 year contract (extension and perm possibility)
Shift: 8 AM – 5 PM (Mon-Fri) ; 40hrs/ weekly
Address : 4343 Easton Commons Columbus OH USA 43219
Payrate: Competitive
Job Summary:
We are looking for a detail-oriented and analytical Service Desk Quality Analyst to join our team. This role focuses on monitoring and evaluating service desk interactions to ensure excellent support quality and customer satisfaction. You’ll analyze performance data, deliver insights to improve service standards, and collaborate with cross-functional teams to implement improvements.
Key Duties & Responsibilities:
Monitor and evaluate service desk communications (calls, emails, chats) for compliance with quality standards.
Develop and maintain QA processes and guidelines to ensure consistent, high-quality service delivery.
Analyze performance metrics and identify areas for improvement.
Deliver feedback and guidance to support agents and managers to boost individual and team performance.
Prepare and present performance reports with key findings and improvement recommendations.
Work closely with service desk and management teams to ensure a unified approach to customer service.
Stay up to date with industry best practices to continuously enhance support operations.
Job Requirements:
Education: High school diploma or GED required; relevant certifications are a plus (e.g., ITIL).
Experience:
2–5 years in a service desk or customer support role, or
At least 1 year in a quality assurance or analyst position.
Skills:
Strong analytical and critical thinking skills.
Excellent verbal and written communication.
Proficiency with quality monitoring tools and reporting software.
Strong attention to detail and commitment to high-quality work.
Ability to work both independently and within a team environment.
