Job Summary
A technology consulting company is seeking a Telecommute Technology Consulting Service Desk Quality Analyst.
Must be able to:
- Provide oversight for health of tickets and hold agents accountable
- Oversee Quality Assurance activities and track performance against customer requirements
- Review tickets and performance metrics to implement corrective action
Must meet the following requirements for consideration:
- Bachelor's degree from an accredited college/university in Computer Science or Engineering or
- Minimum eight year’s equivalent work experience in a fast-paced Service Desk environment
- Ability to review tickets, record calls, and coach
- Ability to review tickets and performance metrics to implement corrective action
- Ability to oversee Quality Assurance activities and track performance against customer requirements
- Ability to manage a Quality Assurance Program to ensure the Service Desk is delivering quality support
