Service Desk Quality Assurance Analyst (Req#1174)
Overview
*1st Shift Mon-Fri 8am-5pm EST
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.
Your Impact
The essential functions of this position include:
- 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
Qualifications
- 3 years of Customer Service or Service Desk experience
- 1 year of Quality Assurance / Quality Control experience or related experience
- 2-year college technical degree preferred
- ITIL certification is a plus
- 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
Position Specifics
The initial base salary range for this position is expected to be between $18.00 and $22.00 hourly. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to the base salary, our compensation structure may include other components such as commissions and discretionary bonuses.
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. Details of participation in these benefit plans will be provided if an offer of employment is extended.
Who We Are
At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.
Corporate Values
- Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
- Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
- Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
- Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.
Commitment to Diversity, Inclusion and Belonging
- We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
- ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.
- While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
- By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.
Create a Job Alert
Interested in building your career at ePlus Technology, inc.? Get future opportunities sent straight to your email.
Apply for this job
*
indicates a required field