Description

You will lead quality assurance efforts and supervise a team of six technicians to ensure high service standards and SLA compliance.

Responsibilities

• Develop and maintain QA standards and scorecards for ticket, call, and chat evaluations.
• Supervise six technicians, including three L1 and three L2 staff, managing attendance and workload distribution.
• Perform regular audits of help desk interactions to ensure process compliance and accuracy.
• Provide coaching, performance reviews, and constructive feedback to agents and supervisors.
• Report QA metrics, KPIs, and performance trends to leadership to drive workflow improvements.
• Identify training gaps and assist in creating refresher sessions or onboarding content.

Required Skills

• 2+ years of experience in Help Desk or IT Support roles.
• Direct experience supervising or leading a technical team.
• Strong understanding of help desk operations and support methodologies.
• Proficiency in using ticketing systems.
• Ability to analyze performance data and report on KPIs.
• Strong documentation and organizational skills.
• Effective communication skills for providing constructive feedback and coaching.
• Any Graduate degree.

Preferred Skills

• Experience with ServiceNow.
• Familiarity with QA tools and reporting dashboards.

Key Skills

Education

Any Gradute