Overview
Service Desk Quality Analyst Jobs in Columbus, OH at Hired by Matrix, Inc
Title: Service Desk Quality Analyst
Company: Hired by Matrix, Inc
Location: Columbus, OH
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 – 5 years of experience in a service desk or customer support role, or at least 1 year in a quality assurance or analyst position.
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.
ITIL certification or similar is a plus.
Responsibilities:
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.
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