Job Description

About the role

The Service Desk Quality Analyst plays a key role in monitoring, evaluating, and improving the quality of Service Desk and Technical Support operations. The position reviews customer interactions and ticket documentation, tracks performance metrics, and provides insights and coaching recommendations to support service quality, operational efficiency, customer experience, and compliance with established standards.

Key responsibilities

Conduct regular quality audits and evaluations of Service Desk tickets, calls, chats, and other customer support interactions.
Review ticket documentation and support interactions to ensure accuracy, completeness, professionalism, and compliance with established quality standards.
Monitor and track quality performance metrics, service standards, and compliance requirements.
Prepare quality reports, dashboards, and