Service Desk Quality Analyst

DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area.

Requirements

• Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
• Ability to review tickets, recorded calls, and coach.
• Preferred experience with ServiceNow and Genesys.
• Identify trends and create clear actionable plans to effectively improve quality of service.
• Oversee Quality Assurance activities and track performance against customer requirements.
• Provide oversight for health of tickets and hold agents accountable.
• Review tickets and performance metrics to implement corrective action as necessary.
• Manage operational reports and make Service Desk quality improvement recommendations.
• Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers.
• Partner with Human Resource to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development.
• Continually improve the quality and cost effectiveness of IT services.
• Address IT service performance that is not meeting expectations.
• Incident, Call Interaction, E-mail/Chat, and KPI monitoring.
• Develop and manage a structured training plan for all service desk staff.
• Maintain constant flow of communication to all sites, management, and customers.
• Ability to work in a distributed and cross functional team environment.

Benefits

• Convenience/Concierge
• Development
• Financial
• Recognition
• Wellness