What are the responsibilities and job description for the Help Desk Operations Quality Assurance Analyst - Seasonal/Year-Round position at The Maryland-National Capital Park & Planning Commission?
The Prince George's County Department of Parks and Recreation is currently seeking a Quality Assurance Analyst. The ideal candidate has technical chops, demonstrably strong communication, and analytical skills, and can effectively identify areas for process improvement while working with a knowledge team to update existing or create new process documentation.
The Quality Assurance Analyst will ensure the quality of help desk support services by monitoring and reviewing help desk activities (calls and tickets), working with Helpdesk Leadership to identify periodic assessments of technician skills and knowledge, providing findings to Helpdesk Leadership for coaching and remediation sessions, assisting in tracking performance over time, and recommending process improvements. The Quality Assurance Analyst will also assist with the maintenance of the data entered in the database to ensure that the system data is being cleaned on a regular schedule and that the data is following outlined processes and standards.
The main responsibilities of this position are in the areas of:
- Process improvement – Conduct process review, develop process and procedural documentation, and continuous process improvement.
- Performance monitoring – Conduct regular audits on ticket handling procedures including service desk communications (email, voice). Gather and validate work performance data.
- Reporting – Data gathering and validation, report generation, and presentation for the Helpdesk Score Cards
- Database Clean up – Identifying any needed Cleaning Reports, as well as running the Cleaning Reports and working within the Helpdesk Team to ensure the data going into the Database is being cleaned and maintained on a regular schedule.
This position will be with the nationally accredited, 6-time gold medal Parks and Recreation agency, Maryland-National Capital Park and Planning Commission, and will work directly with the Customer Service Help Desk. Which is a combination of a Technical Support and traditional Customer Service Call Center, that supports the general public as well as our internal customers, with questions that range from information about our Parks and Community Centers to internal requests for assistance with software solutions for rentals or assistance with computer hardware troubleshooting. This position is onsite. Applicants should be self-starters with solid time management skills and attention to details and deadlines to be successful in this role.
- In cooperation with Help Desk Management develop and implement targeted QA processes and schedules to address identified priorities
- Monitor, review, and score help desk calls and tickets daily to ensure compliance with Helpdesk Standards service standards
- Track QA results and analyze to identify concerns and provide QA reports to management recommending improvements.
- Provide data to Help Desk Leadership so they can conduct coaching and remediation sessions with Help Desk resources to verify awareness of standards and processes and facilitate improvement.
- Coordinate with Help Desk Leadership with the creation and implementation of a Cleaning Report Schedule for Data Entry for the POS Database
- Assist in Export and Guide reviews for Guides
- Work with Help Desk Leadership to pull reports and assist with Help Desk Scorecards
- Excellent oral and written communication skills
- Strong presentation or instructional design skills
- Ability to organize, analyze, and prioritize
- Strong interpersonal and coaching skills
- College degree or equivalent 1-3 years' experience in Quality Assurance, IT help desk, and/or call center environments.
A criminal background check will be completed prior to hire.
May be subject to medical, drug and alcohol testing.
The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.
Applicants with Disabilities under the Americans with Disabilities Act.
If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1)
M-NCPPC will make all efforts to reasonably accommodate you.
Salary : $17 - $19
