Quality Analysis Consultant (ServiceNow)

Long View is seeking a Quality Analyst Consultant to support their Edmonton branch. This role involves studying and analyzing service desk data (ITSM tools), monitoring call metrics, and recommending process improvements to enhance customer experience and service quality. The ideal candidate will be passionate about aligning business goals with client success and contribute to the continuous improvement of the IT service desk.

Requirements

• 2+ years of experience as a Quality analyst in an IT Service Desk.
• Solid understanding of ServiceNow and other tools.
• Excellent communication and problem-solving skills.
• Knowledge of contact center KPIs and metrics.
• Knowledge of Net Promoter Scores (NPS) and its impacts.
• Comfortable working in a fast-paced environment.
• Ability to collaborate and enhance deliverables.

Benefits

• Great people and culture
• Career growth
• Interesting work
• Equal opportunity employer