Quality Specialist II

Location: San Antonio, TX

Rate: $21–30/hr

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.

Responsibilities

• Review inbound/outbound tickets and email responses for demeanor, accuracy, and policy compliance.
• Track key performance indicators (KPIs) such as first response time, average resolution time, and ticket volume.
• Provide constructive feedback to agents to improve support quality.
• Create and maintain criteria for measuring agent performance.
• Identify root causes of poor service performance and recommend solutions.

Requirements

• Associate’s Degree or equivalent relevant experience.
• 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.
• 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.
• Ability to analyze data to spot trends in support quality.
• Strong verbal and written communication skills for providing coaching and feedback.
• Familiarity with IT support, ticketing systems (e.g., JIRA), and Service Desk tools.