Telecommute Technology Consulting Service Desk Quality Analyst

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