IT Service Desk Quality Assurance Analyst

Virtual Technologies Group-posted 8 days ago
$60,000 - $75,000/Yr
Full-time • Mid Level
Manchester, NH
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The IT Service Desk Quality Assurance (QA) Lead/Analyst is responsible for developing, executing, and maintaining the quality assurance program for the Service Desk supporting the higher education university environment. This role involves monitoring, evaluating, and analyzing Service Desk interactions (calls, chats, email, tickets) to ensure adherence to established policies, procedures, technical accuracy, and customer service standards. The QA Lead/Analyst is critical in providing data-driven insights to management and training teams for continuous service improvement.

  • Quality Monitoring and Evaluation Design and maintain the official QA scorecard and evaluation criteria for all Service Desk channels (voice, chat, email, and ticket documentation).
  • Conduct regular, unbiased, and statistically sound monitoring of analyst interactions to assess technical troubleshooting accuracy, process compliance (e.g., ITIL, security procedures), and soft skills (e.g., tone, empathy, clarity).
  • Document and score evaluations, providing detailed, constructive feedback to Team Leads for coaching and performance management.
  • Lead "calibration sessions" with Team Leads and the Trainer to ensure consistency and fairness in the application of quality standards across all supervisors.
  • Reporting and Analysis Perform root cause analysis on low-scoring evaluations and negative customer feedback (CSAT surveys) to identify systemic process failures or knowledge gaps.
  • Develop and maintain comprehensive reports on quality performance trends, compliance metrics, and analysis of failure points, presenting findings and actionable recommendations to Service Desk management.
  • Track and report on the effectiveness of remedial coaching and training by measuring post-training quality improvements.
  • Identify and flag any potential compliance or security risks observed during the quality review process.
  • Process Improvement and Documentation Collaborate closely with the Trainer to translate quality findings and knowledge gaps into specific, targeted training content and curriculum adjustments.
  • Work with the Deputy Operations Manager and Team Leads to revise and improve Standard Operating Procedures (SOPs) based on quality findings and best practice.
  • Assist in maintaining and auditing the accuracy of the Service Desk Knowledge Base, ensuring quality standards are met in all published documentation.
  • Bachelor's degree in a relevant field or equivalent practical experience.
  • Minimum of 3+ years of experience in a Quality Assurance or Quality Analyst role within an IT Service Desk or Contact Center environment.
  • Proven experience developing and administering quality monitoring forms and calibration processes.
  • Strong familiarity with IT Service Management (ITSM) tools and processes (ITIL Foundation certification is a plus).
  • Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.
  • Analytical and Detail-Oriented: Exceptional attention to detail with a strong ability to analyze large sets of data, identify trends, and translate them into clear, actionable reports.
  • Objectivity and Impartiality: Ability to maintain neutrality and objectivity when evaluating staff performance.
  • Communication: Excellent written and verbal communication skills, necessary for writing clear reports and providing effective feedback to management.
  • Technical Knowledge: Solid understanding of common IT Service Desk operations, including troubleshooting methodologies for hardware, software, and networking issues.
  • Integrity: High level of professionalism and integrity in handling sensitive performance data and analyst feedback.
  • VTG offers a comprehensive benefits package to meet the needs of our employees and their families.
  • Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.
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