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Lead Quality Analyst

Lead Quality Analyst

VirtualVocationsDes Moines, Iowa, United States
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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 • Des Moines, Iowa, United States

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