Quality Assurance Analyst

A company is looking for a Quality Assurance Analyst responsible for ensuring consistent service quality across operations.

Key Responsibilities

Conduct quality assurance reviews of closed service tickets and customer interactions

Identify recurring quality issues and provide actionable feedback to support service improvement

Contribute to the development of QA standards and prepare findings for operational meetings

Required Qualifications

Associate's degree and two years of relevant experience, or equivalent combination of education and experience

2+ years of experience in a service desk, helpdesk, or MSP environment

Prior experience performing ticket or call quality reviews preferred

Familiarity with ConnectWise ticketing systems

Current industry certifications such as Microsoft MTA, CompTIA Network+, and / or A+ are preferred