What are the responsibilities and job description for the Service Quality Analyst position at Core Specialty?
The Service Quality Analyst is responsible for ensuring the highest level of service quality across all IT services provided to end users. This role involves monitoring, analyzing, and improving service desk performance while ensuring adherence to SLAs, ITIL best practices, and customer satisfaction metrics. The ideal candidate will be detail-oriented with strong analytical skills and a passion for optimizing service delivery. Key responsibilities include developing and enforcing quality standards, auditing interactions, providing coaching, enhancing knowledge management, and driving continuous improvement initiatives. Additionally, the role supports smooth service transitions, collaborates with cross-functional teams, and ensures compliance with industry best practices to mitigate service risks and enhance overall efficiency.
Key Accountabilities/Deliverables:
Service Quality & Performance Monitoring
Service Quality & Performance Monitoring
- Audit ticketing system data to ensure accuracy and consistency.
- Monitor service desk performance, ensuring adherence to SLAs and KPIs.
- Analyze performance trends and customer feedback to drive improvements.
Training & Knowledge Management
- Develop and deliver training programs on ITIL best practices and customer service skills.
- Maintain and improve the service desk knowledge base to enhance issue resolution.
- Ensure teams stay up to date on service desk tools, processes, and quality standards.
Process Improvement & Compliance
- Continuously assess and refine service desk workflows to enhance efficiency and user satisfaction.
- Conduct quality audits on interactions (calls, emails, chats), providing coaching and feedback.
- Establish and enforce service quality standards aligned with industry best practices.
Service Transition & Risk Management
- Support seamless service transitions by coordinating with IT, operations, and service owners.
- Ensure teams are trained and prepared for new or updated services before deployment.
- Conduct post-implementation reviews and report on service transition outcomes.
Reporting & Stakeholder Collaboration
- Prepare service quality reports for management, highlighting key insights and recommendations.
- Collaborate with cross-functional teams to align service desk operations with business goals.
- Identify and mitigate risks impacting service quality and compliance.
Technical Knowledge and Understanding:
- Proficiency in service desk management tools and quality monitoring software.
- Strong problem-solving skills and attention to detail.
- Familiarity with CRM, ticketing systems, and reporting tools.
- Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements.
Experience:
- Bachelor’s degree in IT, Business Administration, or a related field (or equivalent experience).
- 3 years of experience in a service desk, customer support, or IT service environment, with a focus on quality management.
- Excellent communication and interpersonal skills, capable of providing constructive feedback.
- Familiarity with ITIL or similar service management frameworks.
- Experience in training and coaching service desk teams is a plus.
- Certification in ITIL, Six Sigma, or other relevant quality management methodologies preferred.
- Experience with incident, problem, and change management processes preferred.
- Prior experience in customer experience or service improvement roles.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa for this position.
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At Core Specialty, you will receive a competitive salary and opportunities for professional development and advancement. We offer medical, dental, vision, and life insurances; short and long-term disability; a Company-match of 100% of a 6% contribution 401(k) plan; an Employee Assistance Plan; Health Savings Account, Flexible Spending Account, Health Reimbursement Account, and a wellness program
