Quality Analyst Service Desk

Ghrs Training is seeking a dedicated and experienced Quality Analyst to join our Service Desk team. This role is crucial for ensuring the highest standards of technical support delivered through our international voice process.

Key Responsibilities:

• Conduct comprehensive quality monitoring and evaluation of technical support interactions on the Service Desk, specifically for the International Voice process.
• Assess agent performance based on predefined quality metrics, including call handling, technical accuracy, troubleshooting effectiveness, and customer satisfaction.
• Evaluate agent proficiency in supporting Microsoft applications, Office 365, and Outlook Configuration.
• Identify and analyze common troubleshooting issues and communication gaps to provide actionable feedback for improvement.
• Prepare detailed quality reports, identify trends, and provide insights to improve overall service delivery and agent performance.
• Collaborate with trainers and team leads to develop targeted coaching programs and training materials.
• Participate in calibration sessions to ensure consistency in quality scoring and feedback.

About You:

• You have a minimum of 3 years of experience in Service Desk operations.
• You possess strong skills in supporting Microsoft applications, Office 365, Troubleshooting, and Outlook Configuration.
• You are highly proficient in an International Voice environment, understanding the nuances of global customer interactions.
• You have a keen eye for detail and a strong analytical mindset to identify areas for quality improvement.
• You possess excellent communication and feedback delivery skills, both verbal and written.