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Service Desk Quality Assurance Specialist
2 months ago
We are seeking a highly skilled Quality Assurance Specialist to join our Service Desk team at Unisys. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of quality in our IT Service Desk operations.
Key Responsibilities- Quality Assurance: Consistently monitor Service Desk Analyst interactions with End Users and related tickets to ensure quality standards are met.
- Coaching and Development: Coach Service Desk Analysts in a timely and effective manner to improve their performance and ensure they meet quality standards.
- Process Improvement: Identify areas for process improvement and provide input for Knowledge article updates to enhance End User Experience.
- Reporting and Analytics: Prepare reports and quality indicators to communicate quality results to Service Desk Leadership members and implement continuous improvement action plans.
- Collaboration: Collaborate with Knowledge, Training, Quality, and Operations teams to innovate and drive results.
- Communication: Prepare and drive Quality Assurance Weekly and Monthly business presentations for various stakeholders.
- Quality Initiatives: Actively participate in quality initiatives and team objectives to achieve high-quality execution of the Quality Process.
- Training and Development: Conduct sessions with Service Desk Analysts and staff members to calibrate on topics such as call guidelines and discuss Quality Metrics.
- Client Interaction: Participate in Client interaction and activities as required.
- Subject Matter Expertise: Display Service Delivery technical troubleshooting experience and generate relationships with the Service Desk team.
- Security Clearance: Currently hold an active Security Clearance level of NV1 or NV2 (highly desirable).
- IT Experience: Minimum 2+ years of IT Service Desk Level 1 experience.
- Communication Skills: Excellent verbal and written communication in English and any additional applicable languages.
- Education: Bachelor's Degree in any field is desired.
- IT Service Desk Knowledge: Good understanding of IT Service Desk Level 1 Support processes.
- MIS Reporting: Ability to drive and create MIS reporting, trending reporting, and analytics.
- Service Desk Tools: Good knowledge of Service Desk Tools and Applications.
- Reporting and Analysis: Experience creating and updating reports; ability to interpret data and trend analysis.
- Escalation Management: Able to resolve escalations and keep stakeholders informed of progress and outcomes.
- Resourcefulness: Highly resourceful, self-driven, and proactive attitude that demonstrates ownership.
- Growth Mindset: Growth mindset that generates curiosity about the working environment.
