Service Desk Quality Assurance Analyst (Req#1174)

ePlus Technology, inc. • Virginia Beach, VA

2d • $18 - $22 • Hybrid

About The Position

As a Service Desk QA Analyst, your primary focus is to Evaluate, Monitor, and Document. Evaluate the customer experience by monitoring how the Service Desk I & Service Desk II analysts are performing their daily tasks, provide insight to the team, and document new procedures to keep everyone onboard. You are accountable for driving meaningful change across all contact channels and help improve overall satisfaction.
For remote/hybrid positions: an essential function of this position is that you be available on camera when interacting with ePlus employees, customers, vendors, and/or business partners; this position also requires that you maintain reliable high speed internet access (currently defined as upload/download speeds of at least 50 Mbps download / 15 Mbps upload) and reliable cell phone service.

Requirements

• 3 years of Customer Service or Service Desk experience
• 1 year of Quality Assurance / Quality Control experience or related experience
• Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization
• Effective attention-to-detail and a high degree of accuracy
• Categorically detailed but can also see the ‘big picture’ and how things connect. Anticipates the domino effect
• High level of integrity, confidentially, and accountability
• Sound analytical thinking, planning, prioritization, and execution skills
• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
• Adapts to change
• Comfortable with navigating ambiguity
• Takes ownership of mistakes and course corrects
• Comfortable using virtual based meeting & conferencing platforms

Nice To Haves

• 2-year college technical degree preferred
• ITIL certification is a plus

Responsibilities

• Continually develop and manage quality metrics of the Service Desk
• Conduct general training feedback of Service Desk I staff
• Work with Corporate training team on training and tracking
• Create new knowledge base articles
• Continually validate and update the knowledge base articles
• Perform call and ticket audits and provide accurate analysis using standardized analysis methods
• Analyze calls for script adherence and compliance with vendor and ePlus guidelines
• Grade and report on agent performance efficiently and accurately
• Use Quality monitoring data to compile and track performance
• Work effectively and cooperatively with the Quality Assurance team to achieve team goals
• Systematically review tickets for content and thoroughness
• Systematically review logged phone calls for presentation and content
• Perform other tasks and quality assurance related items as assigned

Benefits

• ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation,sick time, and personal leave), dependent on the position offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees