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Service Desk QA

hace 2 semanas

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
The Service Desk QA will be responsible for objectively monitoring, scoring, and coaching agents in compliance with Service Desk Quality standards and expectations.

This position is responsible for accurately recording data, analyzing data, and identifying trends, training gaps, call drivers, and effectively communicating those findings to the appropriate departments.

The Service Desk QA will oversee and retrieve all the survey results, create the appropriate report, and track all Action Plan initiatives.

**Responsibilities**:
- Quality Analyst
- Verifies results by measuring skills in the use of scripts, technical knowledge, serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of the call.
- Provides feedback to Service Desk Analyst after monitoring calls
- Evaluates approaches by rating the effectiveness of service representatives; providing quality ratings; identifying training needs; developing coaching programs.
- Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
- Monthly Calibrations with Service Desk Leads.
- Creating Action Plans with Monthly outliers.
- Active participation in the improvement of the quality process.
- Customer Satisfaction
- Analyzing Survey results, presenting data and trends.
- Review Positive and negative results in SysAid and Amazon Connect
- Request RCAs of negative surveys
- Follow up with Team Leads

Create reports for Power Bi

Skills and Experience:

- **Technical Competencies**:

- Academic
- English - Spanish Language (Oral and writing 90 % or higher - C1)
- Continues Improvement Certifications (Scrum, Six Sigma, etc.)
- High School Degree.
- Intermediate-Advance Excel Knowledge.
- Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library is highly desired)
- Experience
- Proficiency with Microsoft Office products, including Microsoft Word, Outlook, PowerPoint, Project, and Excel.
- Intermediate technical knowledge.
- 2+ years’ experience as a Quality Analyst.
- Demonstrated ability to be self-motivated, self-directed, and work independently.
- Proven ability to master the full Quality cycle.
- Decision making and organizational skills.