QUALITY ANALYST

Position Description.
Job Responsibilities Your main responsibilities as Principal Consultant – Service Desk Quality Auditor (QA) are, but not limited to, the following.
• Quality Assurance.
Conduct regular audits of service desk interactions, including phone calls, emails, chat sessions, and tickets, to assess adherence to quality standards, protocols, and procedures.
• Performance Evaluation.
Evaluate the performance of service desk agents based on predefined metrics such as call handling time, first call resolution rate, customer satisfaction scores, adherence to scripts or guidelines, and accuracy of information provided.
• Compliance Monitoring.
Ensure compliance with company policies, industry regulations, and service level agreements (SLAs) by reviewing interactions for adherence to legal, security, and procedural requirements.
• Feedback and Coaching.
Provide constructive feedback and coaching to service desk agents based on audit findings to improve performance, enhance customer service skills, and address any identified areas for improvement.
• Root Cause Analysis.
Identify recurring issues, trends, or systemic problems affecting service quality and initiate corrective actions or process improvements to address them effectively.
• Documentation and Reporting.
Maintain accurate records of audit findings, performance metrics, and improvement initiatives.
Generate regular reports to management summarizing audit results, trends, and recommendations for enhancement.
• Training and Development.
Collaborate with service desk managers, team leads and trainers to develop and deliver training programs focused on improving service quality, communication skills, product knowledge, and adherence to protocols.
• Quality Standards Development.
Assist in the development and refinement of quality assurance standards, evaluation criteria, and performance benchmarks to ensure continuous improvement and alignment with organizational goals.
• Customer Feedback Analysis.
Analyze customer feedback, surveys, and complaints related to service desk interactions to identify areas for improvement and incorporate customer perspectives into quality assurance processes.
• Cross-Functional Collaboration.
Collaborate with other departments such as IT, operations, and customer support to address quality-related issues that require cross-functional solutions and ensure alignment with organizational objectives.
• Continuous Improvement.
Stay informed about industry best practices, emerging technologies, and evolving customer needs to proactively identify opportunities for enhancing service desk quality and efficiency.
• Escalation Handling.
Handle escalated customer complaints or issues related to service quality with professionalism, empathy, and a commitment to resolving problems in a timely and satisfactory manner.
• Professional Development.
Engaging in continuous learning and professional development activities to enhance quality skills, broaden knowledge, and stay abreast of changes in the field.
This might include attending conferences, workshops, or pursuing certifications relevant to quality auditor.
These are intended to describe the general nature and level of work.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified.
All members may be required to perform duties outside of their normal duties from time to time, as necessary.
Other responsibilities include.
• To work in partnership with local management, colleagues, and clients at all levels to ensure deliverables are met to the satisfaction of the customer.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and breaks assigned by people manager.
• Assists other co-members in processing non-complex incidents or service requests as necessary assigned by the Service desk management team or Service Desk Manager.
• Advise people manager of planned/unplanned leaves as below or depending on the engagement’s policies..
• Vacation leave – at least 2 weeks in advance of planned leave date.
• Sick leave - at least four (2) hours prior to the start of the shift.
A member, when using sick leave, must notify his team lead (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.
Maintain quality standards in accordance with agreed metrics.
Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
To submit necessary service delivery reports.
Ensure feedback is given to people manager if potential issues are detected.
Ensure feedback is given to the people manager if process improvement measures can be implemented.
Ensure attendance at planned meetings.
Skills.
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