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Lead Quality Analyst
VirtualVocationsTopeka, Kansas, United Statesjob_description.job_card.variable_hours_ago
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- serp_jobs.job_card.full_time
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A company is looking for a Lead Quality Analyst to monitor and improve the quality of IT Service Desk interactions.
Key Responsibilities
Monitor recorded and live Service Desk interactions against quality standards
Provide feedback and coaching to support agents to enhance their skills
Analyze QA trends and collaborate with teams to improve training and knowledge resources
Required Qualifications
Bachelor's degree in IT, Computer Science, or a related field
5-8 years of experience in quality analysis or related roles
Familiarity with ITSM platforms and QA tools
Knowledge of service desk metrics and KPIs
ITIL Foundation certification is preferred
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Quality Analyst • Topeka, Kansas, United States