Service Desk Quality Analyst

We are seeking a meticulous and proactive Service Desk Quality Analyst to support the delivery of exceptional customer service across our IT support channels. The ideal candidate will play a key role in monitoring service desk interactions, evaluating performance against quality standards, and identifying actionable opportunities to enhance support operations and customer satisfaction. This position will act as a quality gatekeeper and a performance coach, ensuring alignment with service excellence goals.

Key Responsibilities

• Monitor & Evaluate Interactions : Assess service desk communications (calls, emails, chats) for accuracy, professionalism, and adherence to internal procedures.
• Quality Assurance Programs : Develop, refine, and implement quality assurance processes and evaluation criteria.
• Performance Analysis : Analyze support team metrics (e.g., resolution time, customer satisfaction, first-call resolution) to identify trends, gaps, and areas for improvement.
• Agent Feedback & Coaching : Provide constructive feedback and support training efforts to improve individual and team performance.
• Reporting : Deliver detailed, data-driven quality reports with insights and recommendations to management.
• Stakeholder Collaboration : Partner with service desk leadership and cross-functional teams to align quality goals with business objectives.
• Continuous Improvement : Recommend and support the implementation of industry best practices and process improvements in service desk operations.

Qualifications

Education :

Experience :

Certifications (Preferred but not required) :

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