About the job
The Service Desk Quality & Assurance Analyst plays a crucial role in enhancing service quality and customer experience across Service Desk operations. By reviewing calls and tickets, identifying trends, and providing coaching, this job significantly impacts service delivery standards. The team thrives on collaboration and continuous improvement, ensuring a supportive environment for growth and excellence.
You'll be responsible for
🔍
Conducting quality reviews
Conducting quality reviews of Service Desk calls and tickets using CXone to ensure service standards are met.🤝
Providing coaching and feedback
Providing coaching and feedback to improve customer interactions and service consistency.📈
Analysing quality results
Analysing quality results, customer feedback, and service trends to support continuous improvement initiatives.Key criteria
📞
Quality assurance experience
Demonstrated experience in quality assurance within service desk operations.View
📊
Analytical skills
Proven ability to analyse quality results and customer feedback.View
🗣️
Coaching experience
Experience providing coaching and feedback to improve service delivery.View
View more
