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Service Desk Quality & Assurance Analyst

Mid levelFull-timeHybridAdelaide SA, AustraliaPosted 1 month agoVerified 14 hours ago
Pending fitX of Y criteria met

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.

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🗣️

Coaching experience

Experience providing coaching and feedback to improve service delivery.

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View more

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4 criteria for this job
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

Continuous improvement mindset
Demonstrated commitment to enhancing customer experience and service quality.

View

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