Quality Analyst-SD

DescriptionPURPOSE of POSITION:The Quality Analyst-Service Desk is responsible for reviewing and auditing incidents, email and telephone interactions along with reviewing and investigating customer survey responses for the Service Desk The Quality Analyst-Service Desk is also responsible for facilitating calibration/group sessions regarding the Service Desk Quality program. The Quality Analyst-Service Desk is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interacting with the Service Desk. The Quality Analyst-Service Desk is responsible for the overall quality of the customer interactions, making improvement recommendations to management and monitors the result of stated recommendations.MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:65%: Analyze email and telephone interactions of Service Desk Representatives. Use quality assessment tools along with EXCEL and access forms to evaluate call quality and incident detail. Maintains Service Representative Skillset by logging in to phones a minimum of 8 hours/month to take calls.25%: Partners with Service Desk Representatives in a 1x1 environment to review evaluations, assessments and calls. Collaborates with Service Desk Representatives and management to identify, test and implement process standards to enhance service delivery and the overall customer experience.5%: Partners with Trainers to develop targeted group coaching sessions for Service Desk Representatives that address quality deficiencies and/or improvement opportunities. Assist with training based on program knowledge specialties.5%: Special projects, reporting and training as requested with the inclusion of weekly auditing of productivity, Skill Soft reviews, SharePoint updates and creation of communications.ESSENTIAL QUALIFICATIONS:HS Graduate or GEDRelated Work Experience: 4-6 years1 to 3 years' experience in customer service or technology supportMicrosoft Office (Word, EXCEL, PowerPoint, etc.) knowledgeAbility to maintain a high level of integrity and confidentialityExperience in coaching and training of individuals or groups.Strong knowledge of the HCQIS contractExcellent written, verbal, analytical and communication skills.Experience in coaching and training individuals or groupsAdept at networking and building relationships with all levels of management and staff.SCOPE of POSITION:Individual ContributorThis position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of managementEducationRequiredHigh School or better in Business Administration.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.EQUAL OPPORTUNITY EMPLOYER: Women/Minority/Veterans/Protected Veterns/Individuals with Disabilities