IT Support Quality Analyst - (Moberly, MO)
Position le: IT Support Quality Analyst Position description: The primary function of this position is to analyze and coach ociates pertaining to call monitoring in an effort to ensure the highest level of quality, customer service, and adherence to organizational policies and procedures. Essential Job Functions: Participates in design of call monitoring formats and quality standards Performs call monitoring and provides trend data to site management team Uses quality monitoring data management system to compile and track performance at team and individual levels Prepares and analyzes internal and external quality reports for management staff review Participates in customer and client listening programs to identify customer needs and expectations Provides actionable data to various internal support groups as needed Coordinates and facilitates call calibration sessions for IT Helpdesk staff Provides feedback to It Helpdesk Center team leaders and managers Document session notes and complaints in appropriate
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From ListedBuy - 1 month ago