End User Services Quality Analyst - (Richmond, VA)

Position title- End User Services Quality Analyst Summary: This position resides within the End User Services Department, which provides technology support to our client's employees. The End User Service QA Analyst will participate in the development and maintenance of the quality program, self- service program, and associated reporting. This position will be responsible for performing call quality assessments, Desktop Technician assessments, updating help files, and implementing self -service solutions. In addition, the QA analyst will be responsible for identifying and implementing process improvements that either enhance the customer background or improved the delivery of the service. Job Responsibility: Develop and implement process of continual improvements to maintain efficiency and consistency in the following: Quality Call Evaluations Training/Coaching feedback with agents/technicians Partner with other teams to implement process improvements Self Service Solutions