Location
Sterling, VA | United States
Job description
The ideal candidate will be responsible for performing quality reviews and recording findings from analyst documentation of call, email and web support. Drafting and presenting reports that demonstrate current state and thorough analysis of quality metrics. Recommend options for improvement and execute action plans to address findings. Collaborate with all tiers of support to maintain a high level of customer satisfaction and continually improve the quality of service throughout the service life cycle. The goal of this role is to ensure customer satisfaction by supporting the service desk in meeting quality performance objectives and stringent quality standards within the Tier I, Tier II and Tier III Incident Management Lifecycle.
GENERAL DUTIES:
- Conduct quality assessments of incident and service request tickets.
- Log findings from quality reviews of critical, high and moderate tickets.
- Develop subject matter expertise as a member of the quality team.
- Conduct quality reviews of service desk-related standard operating procedures, knowledge base articles and other materials for effectiveness, and takes prompt action to address knowledge design issues, as necessary.
- Adhere to standard practices as documented, presenting ideas for improvement where a benefit exists.
- Log and track action items as assigned or as needed to support completion or resolution and report accomplishments.
- Perform and utilize gap analysis, root cause analysis and other quality management techniques to diagnose issues and events that impact SLA events and service delivery.
- Provide support to other operations team members, such as network services, engineering, system operations, and/or applications teams to facilitate the adherence to quality standards for ticket logging across the escalation/resolution path.
- Collaborate with service desk leaders, tier 2 and tier 3 teams, operations team members, SD analysts and trainers, knowledge and quality analysts to perform analysis, uncover opportunities for improvement, and provide support.
- Support implementation of formal quality scorecard with the SD leads to ensure uniform application of quality reviews for performance management and provide consistency in quality reporting for feedback to analysts on the team.
- Schedule and lead service desk quality review calibration sessions with leadership and client to highlight trends and discuss corrective action approaches.
- Learn standard practices in other areas, such as: training and technical documentation, service desk support to provide backup coverage and strengthen the team in times of high frequency.
- Ability to complete the tasks with minimal supervision.
- Perform reporting and analysis of customer satisfaction through survey feedback for leadership and customer review.
- Please note that this position has 1st shift
REQUIRED QUALIFICATIONS:
- Bachelor's degree and 2-4 years experience or MS degree with 0-2 years experience or high school diploma/equivalent and minimum 6 years experience.
- 1 year of help desk/contact center/service desk experience with quality monitoring.
- Demonstrated ability to identify and communicate quality deficiencies in formal and informal business settings.
- Demonstrated experience and confidence presenting information in meetings with client and various levels of executive leadership.
- Ability to work in a high performance environment with stringent government performance expectations.
- Willingness to go above and beyond to get the job done.
- Highly dependable with a proactive and team-oriented work posture.
- Previous experience using ServiceNow highly desirable.
- Experience working in government IT environments preferred.
- ITILv3 or ITILv4 Foundation Certification or higher required.
- Demonstrated attention to detail in daily activities and reporting.
DESIRED QUALIFICATIONS:
- Industry Quality Certification or equivalent work experience desired.
- Proficient in Microsoft Excel, Word, PowerPoint (intermediate level or above).
- Familiarity or experience with MS Teams (basic working knowledge) for communicating with teams, client and observing/data gathering.
- Familiarity or experience with SharePoint (basic functionality) to support a collaborative work environment and file organization, source and version control.
CLEARANCE:
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