Quality Assurance Analyst

Job Summary

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