Service Desk Analyst - QA

$59,000 - $73,000/Yr

PC Connection

posted 4 months ago

Full-time - Entry Level
Remote
501-1,000 employees
Professional, Scientific, and Technical Services

About the position

The QA Analyst at Connection plays a crucial role in ensuring the quality of service provided by the help desk team. This position requires excellent verbal and written communication skills, as the analyst will interact daily with end-users, call center agents, and senior management. The primary focus of the role is to listen to live and recorded calls, review help desk tickets, and ensure that all communications maintain a high standard of grammar, spelling, and punctuation. The QA Analyst will also be responsible for the ongoing review and upkeep of help desk documentation, including call scripts and Standard Operating Procedures (SOPs). This proactive approach is essential for identifying quality gaps and implementing improvements to enhance the overall customer service experience. In addition to quality assurance, the QA Analyst will actively collaborate with help desk agents, providing feedback and guidance on support calls. This includes listening to live calls and reviewing ticket quality to ensure that the highest standards of customer service are met. The role also involves developing training templates and conducting training sessions for both new and existing call center agents. Tracking individual improvement plans and offering constructive feedback will be key responsibilities in this position, ensuring that all team members are equipped to provide exceptional service. Connection is dedicated to connecting people with technology, and the QA Analyst will play a vital role in maintaining the integrity of this mission. By ensuring that the help desk team operates at peak performance, the QA Analyst contributes to the overall success of the organization and its ability to support thousands of companies, schools, and government agencies worldwide.

Responsibilities

  • Reviews, maintains, and updates call scripts and SOPs to ensure consistency and quality.
  • Proactively identifies quality gaps in SOPs and call scripts and offers solutions.
  • Provides feedback and guidance to help desk agents on support calls.
  • Listens to live and recorded calls to ensure the highest quality of service.
  • Reviews ticket quality to maintain high standards of communication.
  • Develops training templates and conducts training sessions for call center agents.
  • Tracks individual improvement plans and offers constructive feedback.

Requirements

  • Working knowledge of Microsoft Office Suite with the ability to create documents or simple spreadsheets.
  • Technical aptitude with the ability to absorb and apply newly learned information quickly.
  • Articulate communication skills to express oneself clearly and professionally in both written and oral forms.
  • Interpersonal skills to work well with all levels of staff and management.
  • Innovative mindset with the ability to improve existing systems and procedures.
  • Strong trend analysis skills with proven ability to develop short- and long-term business strategies.
  • Detail-oriented with meticulous attention to detail and the ability to focus item-by-item.

Benefits

  • Supportive teammates and a rewarding career environment.
  • Comprehensive total rewards package including competitive compensation.
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