Quality Specialist II

Service Desk Quality Analyst

A Service Desk Quality Analyst monitors and evaluates IT service desk interactions (emails, tickets, chats) to ensure compliance, technical accuracy, and high-quality customer support. They analyze performance trends, identify training gaps, and provide coaching to agents to improve customer satisfaction (CSAT) and service efficiency.

Key Responsibilities

• Interaction Monitoring: Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.
• Performance Metrics Analysis: Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.
• Coaching & Training: Provide constructive feedback to agents to improve support quality.
• Quality Assurance (QA) Standards: Create and maintain criteria for measuring agent performance.
• Process Improvement: Identify root causes of poor service performance and recommend solutions

Minimum Qualifications:

• Associate's Degree or equivalent relevant experience
• Professional Certifications or License preferred;
• 5-8 years of experience in call center, quality control, quality assurance and/or training
• Candidates must have or be able to obtain an IAT-1 certification (A+, Network+, Security+).

Other Job Specific Skills:

• Extensive experience with quality assurance program creation or execution.
• Extensive Experience with service desk monitoring/ticketing software.
• Exceptional customer service and problem-solving skills.
• Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language.
• Excellent analytical skills and strong decision-making abilities.
• Proven ability to achieve and maintain departmental quality standards.
• Superb Internet software and Windows operating systems and software skills.
• Exceptional ability to train and develop new and existing support agents.
• Excellent interpersonal, facilitation, and relationship management skills.
• Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines.
• Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques.
• Great coordination skills across multiple departments of the Customer system.
• Ability to analyze data to spot trends in support quality.
• Strong verbal and written skills for providing coaching and feedback.
• Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools.
• Previous experience in customer service and quality assurance is typically required

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.