What are the responsibilities and job description for the Service Desk Quality Specialist position at Dunhill Professional Search & Government Solutions?
A Service Desk Quality Analyst monitors and evaluates IT service desk interactions (emails, tickets, chats) to ensure compliance, technical accuracy, and high-quality customer support. They analyze performance trends, identify training gaps, and provide coaching to agents to improve customer satisfaction (CSAT) and service efficiency.
Key Responsibilities
- Interaction Monitoring: Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.
- Performance Metrics Analysis: Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.
- Coaching & Training: Provide constructive feedback to agents to improve support quality.
- Quality Assurance (QA) Standards: Create and maintain criteria for measuring agent performance.
- Process Improvement: Identify root causes of poor service performance and recommend solutions
Minimum Qualifications
- Associate’s Degree or equivalent relevant experience
- Professional Certifications or License preferred;
- 5-8 years of experience in call center, quality control, quality assurance and/or training.
Other Job Specific Skills
- Extensive experience with quality assurance program creation or execution.
- Extensive Experience with service desk monitoring/ticketing software.
- Exceptional customer service and problem-solving skills.
- Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.
- Excellent analytical skills and strong decision-making abilities.
- Proven ability to achieve and maintain departmental quality standards.
- Superb Internet software and Windows operating systems and software skills.
- Exceptional ability to train and develop new and existing support agents.
- Excellent interpersonal, facilitation, and relationship management skills.
- Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines.
- Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques.
- Great coordination skills across multiple departments of the Customer system.
- Analytical Skills: Ability to analyze data to spot trends in support quality.
- Communication Skills: Strong verbal and written skills for providing coaching and feedback.
- Technical Knowledge: Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools.
- Experience: Previous experience in customer service and quality assurance is typically required