Quality Specialist II

About the role

A Service Desk Quality Analyst monitors and evaluates IT service desk interactions (emails, tickets, chats) to ensure compliance, technical accuracy, and high-quality customer support. They analyze performance trends, identify training gaps, and provide coaching to agents to improve customer satisfaction (CSAT) and service efficiency.

Location: San Antonio, TX

Responsibilities

• Interaction Monitoring: Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.
• Performance Metrics Analysis: Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.
• Coaching & Training: Provide constructive feedback to agents to improve support quality.
• Quality Assurance (QA) Standards: Create and maintain criteria for measuring agent performance.
• Process Improvement: Identify root causes of poor service performance and recommend solutions.

Requirements

• Associate’s Degree or equivalent relevant experience
• Professional Certifications or License preferred; 5-8 years of experience in call center, quality control, quality assurance and/or training
• Must have or be able to obtain an IAT-1 certification (A+, Network+, Security+)
• Must be a US citizen with the ability to obtain a secret security clearance

Skills

• Extensive experience with quality assurance program creation or execution
• Extensive experience with service desk monitoring/ticketing software
• Exceptional customer service and problem-solving skills
• Ability to explain and present ideas clearly and concisely to diverse audiences, using appropriate language
• Excellent analytical skills and strong decision-making abilities
• Proven ability to achieve and maintain departmental quality standards
• Superb Internet software and Windows operating systems and software skills
• Exceptional ability to train and develop new and existing support agents
• Excellent interpersonal, facilitation, and relationship management skills
• Demonstrated ability to effectively communicate and interact with interdepartmental staff and across organizational lines
• Critical thinker with the ability to solve complex problems; able to apply quality improvement techniques
• Great coordination skills across multiple departments of the Customer system
• Analytical Skills: Ability to analyze data to spot trends in support quality
• Communication Skills: Strong verbal and written skills for providing coaching and feedback
• Technical Knowledge: Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools
• Experience: Previous experience in customer service and quality assurance is typically required

Pay

$21-30/hr