Support Desk Quality Assurance Lead
1 week ago
We are seeking a highly skilled Support Desk Quality Assurance Lead to play a critical role in ensuring high standards of service and efficiency within our support desk operations.
About the RoleThe Support Desk Quality Assurance Lead is responsible for reviewing and analyzing customer feedback, tracking and trending support interactions, and addressing issues to enhance overall service quality.
Key Responsibilities:- Voice of the Customer Analysis: Review and analyze feedback from various channels to identify trends and issues, and provide actionable insights for our Managed Service Provider (MSP).
- Feedback Tracking and Trending: Monitor and trend feedback data to recognize patterns and areas requiring attention, and develop reports to track performance and identify opportunities for improvement.
- Quality Review: Conduct weekly reviews of support interactions, including calls, chats, and tickets, and provide guidance and recommendations to MSPs to ensure 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, and 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, which 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 stakeholders, 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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