Service Desk Quality Analyst

Responsibilities

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• Monitor and Evaluate: Regularly review and assess service desk interactions, including phone calls, emails, and chat sessions, to ensure adherence to company standards and procedures.

• Quality Assurance: Develop and implement quality assurance processes and guidelines to maintain high service standards.

• Performance Analysis: Analyze performance metrics and trends to identify areas for improvement and provide actionable insights to the service desk team.

• Feedback and Training: Provide constructive feedback and training to service desk management to enhance agent performance and customer service skills.

• Reporting: Generate detailed reports on service desk performance, highlighting key findings and recommendations for improvement.

• Collaboration: Work closely with the service desk team, management, and other departments to ensure a cohesive approach to service quality and customer satisfaction.

• Conti...