Quality Assurance Specialist

6 days ago

Canberra, ACT, Australia Unisys Full time

Job Summary:

We are seeking a highly skilled Quality Assurance Specialist to join our team at Unisys. As a Quality Assurance Specialist, you will be responsible for ensuring the highest level of quality in our IT Service Desk operations.

Key Responsibilities:

  • Monitor Service Desk agent interactions with End Users and related tickets to ensure timely and effective coaching.
  • Develop and implement coaching strategies to drive agent performance and improve quality metrics.
  • Collaborate with Knowledge, Training, Quality, and Operations teams to drive results and enhance End User Experience.
  • Prepare and present quality assurance reports and metrics to Service Desk Leadership.
  • Participate in quality initiatives and team objectives, and execute the Quality Process with high-quality execution.
  • Conduct sessions with Service Desk agents and staff to calibrate on call guidelines and discuss quality metrics.
  • May involve client interaction and activities.

Requirements:

  • NV1 Security Clearance is required.
  • Must be an Australian Citizen.
  • Minimum 2+ years of IT Service Desk Level 1 experience.
  • Excellent verbal and written communication skills in English and any additional applicable languages.
  • Bachelor's Degree in any field is desired.
  • Good understanding of IT Service Desk Level 1 Support processes.
  • MIS reporting, trending reporting, and Analytics.
  • Good knowledge of Service Desk Tools and Applications.
  • Experience creating and updating reports, interpreting data, and trend analysis.
  • Able to resolve escalations and keep stakeholders informed.
  • Highly resourceful, self-driven, and proactive attitude that demonstrates ownership.
  • Growth Mindset that generates curiosity about the working environment.

Unisys is an Equal Opportunity Employer:

We are proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status, or any other category protected by law.

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