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Quality Assurance Specialist
2 months ago
We are seeking a highly skilled Support Desk Quality Assurance Lead to join our team at Apex Systems. As a key member of our Support Desk Operations team, you will be responsible for ensuring high standards of service and efficiency within our support desk operations.
Key Responsibilities- Voice of the Customer Analysis: Conduct thorough analysis of customer feedback from various channels to identify trends and issues. Collaborate with stores to gather additional information and summarize feedback to provide actionable insights for our Managed Service Provider (MSP) partners.
- 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, ensuring that our support operations are aligned with business objectives.
- Quality Review: Conduct regular 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, and that our support operations are meeting the highest standards of quality.
- 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, and to drive continuous improvement.
- 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.
- 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.
