We're looking for a Service Desk Quality & Assurance Analyst to help drive service quality, customer experience and continuous improvement across our Service Desk operations.
In this role, you'll review calls and tickets, identify trends and improvement opportunities, provide coaching and feedback to analysts, and work closely with Service Desk leaders to maintain high standards of service delivery.
Key responsibilities include:
- Conducting quality reviews of Service Desk calls and tickets using CXone Quality Management.
- Providing coaching and feedback to improve customer interactions and service consistency.
- Analysing quality results, customer feedback and service trends.
- Producing quality assurance reports and performance insights.
- Supporting continuous improvement initiatives across customer experience, ticket quality and operational processes.
- Partnering with Team Leaders to strengthen service delivery outcomes.