Quality Assurance Specialist - Service Desk Operations

Mandatory Skills:

• Quality Assurance
• Data Analysis
• Agile Methodologies
• Six Sigma
• Reporting
• Collaboration

Key Responsibilities:

1. Quality Assurance: Monitor and evaluate service desk interactions to ensure compliance with company standards and high customer satisfaction.
2. Data Analysis: Collect, analyze, and interpret performance data to identify trends, patterns, and areas for improvement.
3. Agile Methodologies: Apply Agile principles to enhance efficiency and effectiveness in service desk processes.
4. Six Sigma: Utilize Six Sigma methodologies to improve processes and minimize variability in service delivery.
5. Reporting: Prepare and present detailed reports on service desk performance metrics and quality assurance findings.
6. Training and Development: Provide feedback and conduct training sessions for service desk staff to ensure adherence to quality standards.
7. Collaboration: Partner with cross-functional teams to ensure seamless service delivery and address quality-related challenges.
8. Continuous Improvement: Identify and implement process improvements to optimize service desk operations.

Optional Skills:

• Experience with advanced reporting tools.
• Familiarity with IT support tools and technologies.

Qualifications:

• Education: Bachelor s degree in a related field.
• Experience: Minimum of 5 years of experience in a quality assurance role within a service desk or IT support environment.

Required Skills:

• Proficiency in data analysis tools and techniques.
• Strong understanding of Agile methodologies.
• Knowledge of Six Sigma principles and practices.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Attention to detail and a commitment to maintaining high-quality standards.

Certifications:

• Relevant certifications in Agile, Six Sigma, or Quality Assurance are highly desirable.

This role is critical to ensuring the seamless operation and continuous improvement of the service desk function while maintaining high levels of quality and customer satisfaction.