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DMI
Service Desk Quality Analyst
Join DMI as a Service Desk Quality Analyst in Arlington, VA. Leverage ServiceNow skills to enhance service quality, manage QA programs, and drive performance improvements. Benefits include 401k matching and wellness programs.
Consulting
Senior
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
No items found.
ServiceNow Certifications (nice to have):
Job description
Posted on:
September 26, 2025
DMI is seeking a Service Desk Quality Analyst to support a customer in the DC Metro area, focusing on ensuring high quality service delivery through ticket management and reporting. This role involves identifying and addressing quality issues, implementing corrective actions, and contributing to employee retention strategies. The ideal candidate will have experience with ServiceNow and Genesys, and a proven ability to continuously improve service quality.
Requirements
- Manage Quality Assurance Program
- Review and coach Service Desk Agents
- Identify and address quality issues
- Track and report on performance
- Manage operational reports
- Partner with Human Resource
Benefits
- Convenience/Concierge
- Development
- Financial
- Recognition
- Wellness
- 401k Matching
Requirements Summary
Bachelor's degree in CS/Eng, 8+ years in a fast-paced Service Desk environment, and ServiceNow/Genesys experience. Proficiency in performance analysis and a strong background in ITIL/QMS are required
