SDC Quality Assurance/Quality Control Specialist

Allied Universal • Dallas, TX

3d

About The Position

Allied Universal® is hiring an SDC Quality Assurance/Quality Control Specialist to ensure quality and compliance in service desk operations while supporting the Service Desk Manager. The specialist provides direct training and support to Service Desk Coordinators and routes customer service requests to the appropriate parties for fulfillment. The role also ensures effective communication and escalation to leadership when matters require remediation.

Requirements

• Must have either a bachelor's degree in Business, Criminal Justice, Communications, or a related field, or a high school diploma or equivalent plus at least four years of experience in operations coordination, central station operations, or a related industry field.
• At least two years of experience in operations coordination, central station operations, or a related industry field.
• Previous experience training and developing team members.
• Proficient working knowledge of Microsoft Word and Excel.
• Familiarity with and ability to analyze and manipulate electronic, software-based management tools, including metrics and dashboards for measuring performance.
• Ability to establish and maintain effective working relationships with internal and external customers.
• Self-motivated, with the ability to motivate and influence others.
• Excellent oral and written communication skills.
• Project management skills and attention to detail, with the ability to bring performance gaps and issues to resolution.

Nice To Haves

• Experience with the ServiceNow platform.
• Experience with the SAP ByDesign Enterprise Resource Planning (ERP) application.
• Experience executing the service delivery process in the security industry or a related field.
• Security industry or related-field technical certifications.
• Ability to speak Spanish or other foreign languages.
• College degree in Business, Criminal Justice, Communications, or a related field of study.

Responsibilities

• Provide training and escalation support to Service Desk Coordinators, helping ensure service desk processes are followed and promoting teamwork and collaboration.
• Monitor and evaluate calls, email correspondence, and case creation for quality and adherence to service desk processes.
• Ensure Regional Service Specialists adhere to customer requirements for third-party platforms such as Corrigo and FMpilot; monitor performance and communicate deficiencies to field management.
• Assist with conducting training sessions for Service Desk Coordinators.
• Provide feedback to Service Desk Coordinators, in conjunction with the Service Desk Manager, to improve service delivery performance and customer satisfaction.
• Communicate and route requests, concerns, questions, and inquiries to appropriate parties using electronic service tools, telephone, email, instant messaging, and other communication methods.
• Escalate matters requiring remediation to appropriate leadership.

Benefits

• Medical, dental, and vision insurance.
• Basic life and AD&D insurance.
• Retirement plan.
• Disability insurance.
• Eight paid holidays annually.
• Five sick days and four personal days.
• Vacation time accrued at 3.08 hours biweekly; unused vacation is paid out only where required by law.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED