Service Desk Quality Analyst

Job Title: Service Desk Quality Analyst

Location: Columbus OH

Pay rate:$20-21

Job Summary

We are seeking a meticulous and dedicated Service Desk Quality Analyst to join our team. The ideal candidate will play a crucial role in ensuring exceptional service quality and customer satisfaction by monitoring, evaluating, and improving the performance of our service desk operations. This position involves assessing support interactions, analyzing trends, and providing actionable feedback to drive continuous improvement.

Key Responsibilities

Monitor and Evaluate: Regularly review service desk interactions (calls, emails, chats) for adherence to established procedures and quality standards.

Quality Assurance: Design, implement, and maintain quality assurance guidelines to uphold high service delivery standards.

Performance Analysis: Use performance data and metrics to identify trends, strengths, and opportunities for improvement within the service desk.

Feedback and Training: Provide constructive feedback and coaching to agents and collaborate with leadership to improve individual and team performance.

Reporting: Create and maintain reports detailing findings, performance metrics, and improvement recommendations.

Collaboration: Partner with service desk staff, supervisors, and cross-functional teams to foster a unified approach to quality service.

Continuous Improvement: Stay informed of industry best practices and incorporate them into daily operations to enhance support services.

Qualifications

Education: High school diploma or GED required; additional education or certifications in IT or quality management is a plus.

Experience:

2–5 years in a service desk, IT support, or customer service role

Minimum 1 year of experience in a quality assurance or analyst position preferred

Benefits Info

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.