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Quality Assurance Analyst, Service Desk
3 months ago
Overview:
The QA Analyst utilizes excellent verbal and written communication skills for daily interactions with end-users, call center agents, and senior management. Listens to live and recorded calls through our ACD system to identify gaps in customer service, put together and implement solutions that use a combination of training, coaching, and on-going customer service development. Focus is also on ticket quality ensuring proper grammar, spelling, and punctuation used in our help desk generated tickets. Performs on-going review and upkeep of the help desk call scripts, QA form, and SOPs to ensure consistency and quality throughout each of our projects and help desk clients.
What We Do
We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. Thats what we do. Were the IT Departments IT Department.
Who We Are
Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. Its what makes Connection uniquewhat drives us to innovate and create technology solutions that stand apart from the crowd. Wed love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.
Why You Should Join Us
Youll find supportive teammates and a rewarding career at Connectionplus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. Youll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
Responsibilities:- Actively works with help desk agents to give feedback and guidance on support calls.
- Listens to live and recorded calls along with reviewing ticket quality to ensure the highest standards of customer service are being met.
- Logs feedback in a QA form to keep track of the agents QA score.
- Spot checks tickets daily for quality issues with grammar, punctuation, and grammar.
- Applies best practices in customer service with the help desk agents by scheduling on-going training and coaching.
- Puts together training templates and sessions to apply with new and existing call center agents.
- Keeps track of individual improvement plans and offer recommendations to the Help Desk Manager.
- Reviews, maintains and updates call scripts and SOPs to ensure consistency and quality.
- Proactively looks through SOPs and call scripts to identify quality gaps.
- Offers and implements solutions based on findings.
Min:
USD $59,000.00/Yr.
Max:
USD $73,000.00/Yr.
Qualifications:
Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a live person".
Working knowledge of Microsoft Office Suite with ability to create a document or simple spreadsheet.
Technical aptitude with ability to absorb and apply newly learned technical skills.
Working knowledge of Quality Assurance principles as applied to a help desk environment or similar.
Innovator with ability to improve existing systems/procedures.
Strong trend analysis skills with proven ability to develop short and long term business plans.
Systematic advanced reasoning skills with ability to define problems, collect data, establish facts, and draw valid conclusions.
Articulate with ability to express oneself clearly and professionally in written and oral communication.
Adaptable with ability to switch tasks based on shifting priorities.
Interpersonal skills with ability to work well with all levels of the organization.
Creative with ability to develop original solutions to problems.
Quick study with ability to master a situation or learn new things with minimum direction or training.
Detail oriented with item by item focus, meticulous attention to detail with ability to proofread for accuracy
