Quality Specialist II

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+). Candidates must be US citizens with the ability to obtain a secret security clearance. 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. Analytical Skills: Ability to analyze data to spot trends in support quality. Communication Skills: Strong verbal and written skills for providing coaching and feedback. Technical Knowledge: Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools. Experience: Previous experience in customer service and quality assurance is typically required #J-18808-Ljbffr Dunhill Professional Search & Government Solutions