What are the responsibilities and job description for the Quality Control Analyst position at The Net America Corporation?
Company Description
The Net America Corporation is a Woman-owned firm specializing in Multi-Channel Contact Centers & Help Desk Services, IT/Software Engineering & Development, Organizational & Program Management, Peer Review & Grants Management and Conference & Logistics Support.
Job Description
Job Description:
The net.AMERICA Corporation is seeking Quality Control Analyst to support a single point-of-contact service desk for all end user IT- related incidents and service requests. The service desk will be responsible for managing and executing all incident management and request fulfillment processes in accordance with ITIL best practices.
• Process Improvement Owner: Lead, mentor and improve in the different software development processes to ensure traceability, from network/service desk requirements.
• OLA Management: Responsible for the support and delivery of IT services to customers between Service Desk 1st and 2nd level support service/software maintenance/network management.
• SLA Management Monitoring: Monitor the quality of the organization’s procedures and internal parameters and those relating to users' perceptions.
• Quality Control: Leads, participates, executes Quality Control Assurance ITIL Best Practices both from an operational and change management perspective.
• KPI Monitoring: Assess if the project’s strategic plan or operational plan is successful and establish indicators that could give a measurable indication as to the success of the strategy.
• Change Management: Keeps track of all changes that are made throughout the duration of a project through careful testing and enforcing adherence to a defined change management process.
• Data Analysis: Utilize analytical and data management tools, performs data creation, management, analysis and troubleshooting activities in support of the IT services project.
Qualifications
Experience and Education Required:
• Bachelor’s Degree in Business Administration, Computer Science or related field
• Minimum of 4 years in a service desk environment
• Minimum of 3 years of experience in HDI/ITIL audit support
• Minimum 2 years teaching/training experience
• ITIL Certification
Preferred Certifications:
• HDI Certification
Additional Information
We look forward to receiving your application! Please indicate salary requirements in cover letter. The Net. America Corporation offers a generous comprehensive benefits package.
The net.AMERICA Corporation is an Equal Opportunity Employer
All information will be kept confidential according to EEO guidelines.