Job Description. 

As a Service Desk Quality Assurance manager with expert knowledge and experience in information technology.You will play a crucial role in ensuring the delivery of exceptional customer service and support within our organization’s IT service desk operations. Your primary responsibility will be to monitor and assess the quality-of-service desk KPI’s/Deliverables, identify areas for improvement & and optimal performance of deliverables, and work collaboratively with the team to enhance overall service quality. As a manager, you will be responsible for managing QA specialists and make sure they are providing the agreed deliverables. 

Key Responsibilities: 

1. Quality Assurance Monitoring: 
   • Conduct regular evaluations of SD managed tickets, ticket updates, reopen tickets and service desk interactions over email and phone. 
   • Assess the adherence to company policies, procedures, and service standards during customer interactions. 
   • Evaluate the effectiveness of issue resolution and customer satisfaction. 
   • Drive continuous improvement for Quality for identified gaps 
2. Feedback and Coaching: 
   • Provide constructive feedback to service desk agents based on quality assessment results. 
   • Develop and deliver training sessions and coaching to help agents improve their skills and service quality. 
   • Collaborate with team leads and supervisors to implement continuous improvement initiatives. 
3. Quality Metrics and Reporting: 
   • Establish key performance indicators (KPIs) to measure service desk performance and quality. 
   • Generate regular reports highlighting trends, areas of concern, and improvement opportunities. 
   • Make data-driven recommendations to management for enhancing service desk operations. 
4. Process Improvement: 
   • Identify process gaps and recommend improvements to streamline service desk workflows. 
   • Develop/implement Industry best quality control processes and implementing an auditing process and manage the process 
   • Assist in the development and documentation of best practices and standard operating procedures (SOPs). 
   • Collaborate with cross-functional teams to implement process enhancements. 
   • Recommend/customize processes to seamlessly meet client’s expectations 
5. Customer Satisfaction: 
   • Monitor customer feedback and surveys to gauge satisfaction levels. 
   • Analyze customer complaints and work with service desk agents to address issues and prevent recurrence. 
   • Proactively seek ways to enhance the overall customer experience. 
   • Strengthen Quality management processes / framework to improve quality delivery and CSAT. 

Qualifications: 

• Bachelor’s degree in a relevant field or equivalent work experience. 
• Previous experience in service desk operations or quality assurance. 
• Strong understanding of customer service principles and best practices. 
• Excellent communication and interpersonal skills. 
• Analytical mindset with the ability to collect and interpret data. 
• Proficiency in using quality monitoring tools and software. 
• Detail-oriented and capable of providing constructive feedback. 
• Ability to work independently and as part of a team. 
• Problem-solving skills and a commitment to continuous improvement. 
• Must have keen analytical skills to identify risks as well as pinpointing possible gaps in deliverables