Service Consultant – Quality Assurance Analyst

The Service Consultant

• Quality Assurance Analyst, plays a pivotal role in ensuring that service desk operations consistently meet or exceed established quality standards and customer expectations. Key responsibilities include improvement and audits of service desk interactions to assess adherence to quality standards and procedures, evaluating agent performance based on predefined metrics, providing feedback and coaching to improve service quality, identifying root causes of issues and implementing corrective actions, maintaining accurate records of audit findings and performance metrics, collaborating with team leads, managers and trainers to develop training programs, analyzing customer feedback to identify areas for improvement, and fostering cross-functional collaboration to address quality-related issues.

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Skills:

Analytical Thinking, Client Management, Customer Service & Support, English, Help Desk/IT Services, Data Visualisation, Problem Management