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Morgan \u0026 Morgan, P.A. - Tampa, FL

posted 2 months ago

Full-time
Tampa, FL

About the position

The IT Quality Assurance Specialist is responsible for ensuring exceptional service delivery through the implementation of robust quality assurance processes and comprehensive training programs. This role involves auditing calls and tickets, maintaining QA documentation, and presenting findings to stakeholders. The specialist also plays a key role in designing and delivering training programs to enhance the skills of IT Service Desk agents, promoting continuous improvement and consistent performance.

Responsibilities

  • Perform daily reviews of calls and tickets to ensure compliance with established standards and best practices.
  • Identify performance gaps and provide constructive feedback to agents.
  • Follow up on negative calls, tickets, and surveys to better understand the client experience and assist in correcting negative interactions with service delivery teams.
  • Regularly update and manage QA documentation, ensuring accuracy and accessibility.
  • Maintain comprehensive training materials and procedural guides.
  • Conduct detailed assessments of agent interactions, offering actionable feedback.
  • Facilitate one-on-one coaching sessions to address individual performance improvement needs.
  • Prepare and present audit findings in bi-monthly QA meetings.
  • Share key insights, trends, and recommendations to inform leadership decisions.
  • Design and develop engaging training materials, including manuals, presentations, and e-learning content.
  • Create both in-person and virtual training programs tailored to varying learning styles.
  • Lead onboarding sessions for new agents, ensuring thorough coverage of company policies and procedures.
  • Deliver refresher courses and upskill sessions for existing team members.
  • Develop specialized training programs to address advanced or emerging topics.
  • Administer knowledge assessments and practical evaluations to measure agent proficiency.
  • Analyze performance data to identify strengths and areas for growth.
  • Partner with QA leadership and team members to incorporate feedback into training programs.
  • Update training materials to reflect performance trends, industry advancements, and new technologies.

Requirements

  • Strong analytical, organizational, and communication skills.
  • Proficiency with ITSM tools (e.g., Freshservice, ServiceNow) and familiarity with ITIL practices.
  • Ability to adapt training delivery to accommodate diverse learning styles and technical expertise.

Nice-to-haves

  • Attention to Detail: Precision in identifying critical insights from calls and tickets.
  • Analytical Thinking: Capability to interpret performance data and derive actionable strategies.
  • Customer-Centric Focus: Dedication to achieving and maintaining high levels of customer satisfaction.
  • Adaptability: Flexibility to manage shifting priorities while maintaining consistent quality.
  • Communication Skills: Proficiency in delivering clear, concise information and building strong rapport with trainees.
  • Patience and Empathy: Skill in working effectively with agents of varying skill levels, fostering a supportive learning environment.
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