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IT - Help Desk Support

2 months ago

Rocklin, United States TalentBurst Full time
Job Title: Support Desk Quality Assurance Lead
Location: Remote
Department: Stores Service Desk

Position Summary:
The Support Desk Quality Assurance Lead is responsible for ensuring high standards of service and efficiency within the support desk operations. This role involves reviewing and analyzing Voice of the Customer feedback, tracking, and trending support interactions, and addressing issues to enhance overall service quality. The Lead will use critical thinking skills to work in partnership with leadership to establish effective processes, solve complex problems, and work flexibly to meet the needs of the business.

Key Responsibilities:
•Voice of the Customer Analysis: Review and analyze feedback from various channels (calls, chats, tickets) to identify trends and issues. Contact stores for follow-up and summarize feedback to provide actionable insights for the Managed Service Provider (MSP).
•Feedback Tracking and Trending: Monitor and trend feedback data to recognize patterns and areas requiring attention. Develop reports to track performance and identify opportunities for improvement.
•Quality Review: Conduct weekly reviews of support interactions, including calls, chats, and tickets. Provide guidance and recommendations to MSPs, ensuring that issues are addressed and resolved in a timely manner.
•Process Improvement: Utilize critical thinking skills to refine processes, address problems, and enhance the efficiency of support operations. Collaborate with MSP leads, training teams, and documentation teams to ensure alignment and effectiveness.
•Flexible Scheduling: Adapt to changing business needs by working a flexible schedule. This may include occasional adjustments to work hours to support business requirements and ensure continuous improvement.

Qualifications:
•Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions.
•Critical Thinking: Demonstrated use of critical thinking skills to solve complex problems and develop effective processes.
•Communication: Excellent verbal and written communication skills for interacting with stores, MSPs, and internal teams.
•Experience: Previous experience in quality assurance, support desk environments, or similar roles is preferred.
•Flexibility: Willingness to work a flexible schedule to meet the evolving needs of the business.

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